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Essay / Research Paper Abstract
This 4 page paper is based on a case study supplied by the student. Beau Ties Ltd outsourced their call ordering system. The firm wants to consider bringing it in house, in order to bring down call wait times and reduce costs. The paper answers questions set by the student, including a cost comparison.
Page Count:
4 pages (~225 words per page)
File: TS14_TEbeauties1.rtf
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Unformatted sample text from the term paper:
348 calls, and 35% of these occur during a three hours period this means within three hours there will be 125 calls, this amounts to 376 minutes worth of calls
in 180 minutes. This would mean it would not be possible, even with two people taking calls to take all of these calls in three hours, as this only amounts
to 360 labor hours. The calls are unlikely to come at an even pace, so if there was more than two people in the queue there would be a wait
of longer than 3 minutes for those at the back of the queue. If four staff are on duty this could be handled, but there would still be the potential
for a high level of waiting to be present. Question 2 On Dec 4th 105 calls were received. With AIDC the average call length with the talk time and
the holding time was 244 seconds per call. It is estimated that the average time taken to place an order is 3 minutes (180 seconds). When looking at the
improvements that can be made it may be argued that there is only limited scope for improvement. When looking at the number of calls and the minimum number of seconds
needed to satisfy the orders, if there was no waiting time, the 105 calls would each average 180 seconds, giving a minimum time needed on the phones of 18,900. The
actual time used was 25,630 seconds, leaving the remaining 6,730 seconds that are used for the on hold customers who are waiting for their orders to be taken. In the
case of the AIDC operation this means that there was an average of 64 seconds. When looking at the way that the calls are spaced over the operating hours
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