Production Planning & Control

The next seven graphs show a week in a Call Centre. These are used to compare the rostered staffing levels hour by hour against the predicted workload. The calls are generated by the public and we can only use a forecast of the number of calls by hour of the day and day of the week. There are several types of call and each type of call takes a different average time to process. By continually reanalysing the call data, the forecasts improve. This analysis can then be used to refine the shift pattern and shifts in the future.

By including live rostering information it is possible to see where a problem might occur as the staff book their holidays, are absent, off on training courses, etc. It is also possible to simulate the effect of potentially being short of staff and the effect this has on a Service Level Agreement. This type of simulation can determine the best way to take rest breaks, for example, when on shift.

This particular shift pattern used 45 staff set up as 9 teams of 5, but with everyone on an individual shift pattern.

Email alec@visualrota.co.uk

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