Tackling Shift Planning Challenges in a Multi-channel Contact Center
Kivinen, Terhi (2020)
Kivinen, Terhi
2020
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2020120326061
https://urn.fi/URN:NBN:fi:amk-2020120326061
Tiivistelmä
The case company of this study has been growing fast and the contact volumes received in the customer service have simultaneously been increasing. Customers have been offered new service channels and the number of employees in the customer service unit has been growing. This has led to a situation, where shift planning has become challenging and time-consuming. At the same time, there has been issues with efficiency of the customer service, which can be seen as missed service level targets.
The purpose of this study was to find ways to tackle the shift planning challenges in the customer service of the case company. As modern workforce management systems offer comprehensive features, the objective was to create a suggestion of possible digital tools for effective organizing of work in versatile customer service.
To identify the challenges and the problem scope, the thesis started with the current state analysis. It consisted of an analysis of the customer service statistics, employee survey results and the manager interview, therefore the research methods used in this study were mainly qualitative. The current state analysis showed that there were versatile challenges with the shift planning in the customer service.
The conceptual framework was built around three main areas of improvement identified in the current state analysis. They were focused on how to increase productivity and flexibility and ensure fairness in work division. Based on the existing knowledge and best practices found in available articles and studies, it was clear that there would be a need to implement a system for workforce management in the customer service.
In the proposal building phase, five systems were chosen for prequalification and thereafter three for the final qualification. Finally, the recommendation to the case company was to implement Teleopti, which met the requirements set for the system. The proposal was validated by the Services Management team, which however rejected Teleopti due to its heavy pricing. As the final outcome, the case company decided to implement Tymeshift, which had lower monthly fees, but could also meet the main requirements.
The purpose of this study was to find ways to tackle the shift planning challenges in the customer service of the case company. As modern workforce management systems offer comprehensive features, the objective was to create a suggestion of possible digital tools for effective organizing of work in versatile customer service.
To identify the challenges and the problem scope, the thesis started with the current state analysis. It consisted of an analysis of the customer service statistics, employee survey results and the manager interview, therefore the research methods used in this study were mainly qualitative. The current state analysis showed that there were versatile challenges with the shift planning in the customer service.
The conceptual framework was built around three main areas of improvement identified in the current state analysis. They were focused on how to increase productivity and flexibility and ensure fairness in work division. Based on the existing knowledge and best practices found in available articles and studies, it was clear that there would be a need to implement a system for workforce management in the customer service.
In the proposal building phase, five systems were chosen for prequalification and thereafter three for the final qualification. Finally, the recommendation to the case company was to implement Teleopti, which met the requirements set for the system. The proposal was validated by the Services Management team, which however rejected Teleopti due to its heavy pricing. As the final outcome, the case company decided to implement Tymeshift, which had lower monthly fees, but could also meet the main requirements.