Efficiency Analysis of the America West Customer Call Center

Team

• Omar Ahumada
• Carlos Calleros
• Nawal Zine Filali
• Ricardo Vega
• Oscar Salazar

Project Overview:

1. Document Call Center Procedures

2. Data Collection

• Call Traffic
• Process Times

3. Identify areas of opportunity

• Simulation Analysis
• Work Balancing
• Procedure Standardization
• More Intelligent Use of Technology
• Research functionality of the system
• Phase 2 is to revise to group the callers with more detail, for example, everyone from a delated flight

4. Make Recommendations

Recommendations/Possible Improvements:

1. Work Standardization-regardless of what agent services a
   call the tasks involved in servicing the call are the same and that time to complete these tasks is as short as possible.
2. Balancing Procedures-to smooth the workload of the center throughout the day so that no peaks in the workload exist at any time
3. Based on Simulation-Analyze the current system, identify areas of opportunity, evaluate these possibilities