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US 8,046,254 B2Granted
System and method for generating forecasts and analysis of contact center behavior for planning purposes
AssigneeBay Bridge Decision Technologies, Inc.
InventorsEric D. Kosiba, Douglas G. Newhard, Neofytos C. Papadopoulos
Life of this patent
Estimating the term…
Abstract
A method of predicting expected performance of a processing center system is provided. The method includes receiving performance information from a performance monitoring system associated with the processing center system. A computer model of the processing center system is developed based on the performance information. The method further includes generating predictions based on the computer model, and analyzing the predictions to generate performance scenarios for the processing center system.
Claims34
A method of determining a least cost hiring or termination plan for a call center, the method comprising:
- providing a first staffing level for a first time period;
- providing a call volume forecast for a series of time periods subsequent to the first time period;
- providing an average handle time forecast for the series of time periods;
- providing a call center operational performance value goal;
- displaying a graphical user interface, the graphical user interface including a first input field for receiving user input of a first new hire effectiveness rating for a second time period, the second time period beginning at a date when one or more new hires start work and the first new hire effectiveness rating indicating a work output of a new hire customer service representative as a percentage of a work output of a non-new hire customer service representative during the second time period;
- receiving the first new hire effectiveness rating through user input into the first input field;
- and
- determining, by at least one computer processor, a least cost hiring or termination plan over the series of time periods that provides the call center with a quantity of staff to achieve the operational performance value goal, based on the first staffing level, the call volume forecast, the average handle time forecast, and the operational performance value goal, and transforming a number of new hire customer service representatives into an equivalent number of non-new hire customer service representatives by applying the first new hire effectiveness rating to the number of new hires for the second time period,
- wherein displaying the graphical user interface comprises displaying a graphical user interface that includes the first input field for receiving user input of the first new hire effectiveness rating for the second time period and a second input field for receiving user input of a second new hire effectiveness rating for a third time period, the third time period beginning at a date corresponding to the end of the second time period and the second effectiveness rating indicating a work output of a new hire customer service representative as a percentage of a work output of a non-new hire customer service representative during the third time period, and
- further comprising receiving the second new hire effectiveness rating through user input into the second input field.
7 more elements
A method of determining a least cost hiring or termination plan for a call center, the method comprising:
- displaying a graphical user interface, the graphical user interface including a first input field for receiving user input of a first new hire effectiveness rating for a first time period, the first time period beginning at a date when one or more new hires start work and the first new hire effectiveness rating indicating a work output of a new hire customer service representative as a percentage of a work output of a non-new hire customer service representative during the first time period;
- receiving the first new hire effectiveness rating through user input into the first input field;
- and
- determining, by at least one computer processor, a least cost hiring or termination plan that provides the call center with a quantity of staff to achieve an operational performance value goal, based on a first staffing level, a call volume forecast, an average handle time forecast, and an operational performance value goal, and transforming a number of new hire customer service representatives into an equivalent number of non-new hire customer service representatives by applying the first new hire effectiveness rating to the number of new hires for the first time period,
- wherein displaying the graphical user interface comprises displaying a graphical user interface that includes the first input field for receiving user input of the first new hire effectiveness rating for the first time period and a second input field for receiving user input of a second new hire effectiveness rating for a second time period, the second time period beginning at a date corresponding to the end of the first time period and the second effectiveness rating indicating a work output of a new hire customer service representative as a percentage of a work output of a non-new hire customer service representative during the second time period, and
- further comprising receiving the second new hire effectiveness rating through user input into the second input field.
3 more elements
A method of determining a least cost hiring or termination plan for a call center, the method comprising:
- displaying a graphical user interface, the graphical user interface including:
- a first input field for receiving user input of a full time new hire effectiveness rating, the full time new hire effectiveness rating indicating a work output of a new hire full time customer service representative as a percentage of a work output of a non-new hire full time customer service representative, and
- a second input field for receiving user input of a part time new hire effectiveness rating, the part time new hire effectiveness rating indicating a work output of a new hire part time customer service representative as a percentage of a work output of a non-new hire part time customer service representative;
- receiving the full time new hire effectiveness rating through user input into the first input field;
- receiving the part time new hire effectiveness rating through user input into the second input field;
- and
- determining, by at least one computer processor, a least cost hiring or termination plan that provides the call center with a quantity of staff to achieve an operational performance value goal, based on a first staffing level, a call volume forecast, an average handle time forecast, and an operational performance value goal, and transforming a number of new hire customer service representatives into an equivalent number of non-new hire customer service representatives by applying the full time new hire effectiveness rating to a number of full time new hires to obtain a first result, applying the part time new hire effectiveness rating to a number of part time new hires to obtain a second result, and combining the first result and the second result.
4 more elements
A method of determining a least cost hiring or termination plan for a call center, the method comprising:
- displaying a graphical user interface, the graphical user interface including a first input field for receiving user input of a first new hire effectiveness rating for a first time period, the first time period beginning at a date when one or more new hires start work and the first new hire effectiveness rating indicating a work output of a new hire customer service representative as a percentage of a work output of a non-new hire customer service representative during the first time period;
- receiving the first new hire effectiveness rating through user input into the first input field;
- and
- determining, by at least one computer processor, a least cost hiring or termination plan that provides the call center with a quantity of staff to achieve an operational performance value goal, based on a first staffing level, a call volume forecast, an average handle time forecast, and an operational performance value goal, and transforming a number of new hire customer service representatives into an equivalent number of non-new hire customer service representatives by applying the first new hire effectiveness rating to the number of new hires for the first time period,
- wherein displaying the graphical user interface comprises displaying a graphical user interface that includes the first input field for receiving user input of the first new hire effectiveness rating for the first time period and a second input field for receiving user input of a first new hire attrition rating for the first time period, the first new hire attrition rating indicating attrition of new hires during the first time period, and
- further comprising receiving the first new hire attrition rating through user input into the second input field.
3 more elements
Dependencies are inferred from the claim text.