In reality, the call center will most likely not be able to this many 5 hour temporary employees, which would alter the solution, but would also increase the amount of error in the model. Thus, a couple of facts should be noted based on our given inputs and outputs. First, it is without a doubt that the more 5 hour temporary employees used, the less the error. The problem with this is that there may only be a given number allowed, say for example, 20 of the 5 hour temporary employees, which would change the solution to: At the same time, this almost doubles the amount of error. Error for this model was defined as the amount of agents staffed minus the amount of agents required. The total number of employees was cut from 397 to 297. The number of people at lunch at any given time ranged from 39 to 81. It all depends on what the call center can change based on given resources, and how much they can relax certain minimum and maximum assumptions and requirements. One of the factors not included in our model, but is a large underlying factor in answering the phone calls is when employees can take their breaks. We noticed that between the hours of 9:00 a.m. and 11:30 a.m., also along with 1:45 p.m. and 4:45 p.m. that there were large numbers for the errors. As a reminder, error for us is defined as staffed agents based on our model minus agents required. One way that would greatly combat this large error is for employees to only be able to take breaks during these time periods. With less people working during those time periods, our errors would be greatly reduced, especially since each employee is allotted two 15 minute breaks per day.
In reality, the call center will most likely not be able to this many 5 hour temporary employees, which would alter the solution, but would also increase the amount of error in the model. Thus, a couple of facts should be noted based on our given inputs and outputs. First, it is without a doubt that the more 5 hour temporary employees used, the less the error. The problem with this is that there may only be a given number allowed, say for example, 20 of the 5 hour temporary employees, which would change the solution to: At the same time, this almost doubles the amount of error. Error for this model was defined as the amount of agents staffed minus the amount of agents required. The total number of employees was cut from 397 to 297. The number of people at lunch at any given time ranged from 39 to 81. It all depends on what the call center can change based on given resources, and how much they can relax certain minimum and maximum assumptions and requirements. One of the factors not included in our model, but is a large underlying factor in answering the phone calls is when employees can take their breaks. We noticed that between the hours of 9:00 a.m. and 11:30 a.m., also along with 1:45 p.m. and 4:45 p.m. that there were large numbers for the errors. As a reminder, error for us is defined as staffed agents based on our model minus agents required. One way that would greatly combat this large error is for employees to only be able to take breaks during these time periods. With less people working during those time periods, our errors would be greatly reduced, especially since each employee is allotted two 15 minute breaks per day.
2011-Fed-Call%20Center%20-%20Final%20Report%20Final.docx