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The Approach
Two OR Society volunteers specified data requirements and analysed data on demand for Crimestoppers services both via phone calls and online forms. They summarised arrival patterns by time of day, day of week, and time of year.
They built a simulation model of the call centre, using PRISM software, based on three separate staff groups: call handlers, online staff and shift leaders. The model allowed phone calls to be diverted from call handlers to other staff at busy times.
They validated the model using actual data on arrivals and staffing for a specific week and then used it to explore the impact on KPIs of different proposed staffing patterns.
They produced a report recommending new shift patterns which improved performance without any increase in staffing costs.
"We’ve benefited hugely from your work and support in all areas of the project. And from an organisational perspective you’ve enabled us to take a highly professional approach to increasing the efficiency of our charity" - Performance Manager