The Problem Study On Chongqing A Commercial Bank Call Center Scheduling Management

Any call center operations almost all in the pursuit of speed and quality of service improvement, and reduce operating costs in the premise of the call center gradually improve profits and customer satisfaction; A typical call center operating costs, only 5% of the cost is spent on technical, almost all operating costs of 95% or more for the payment of wages, network costs and daily expenses, personnel costs of call center is the key to operating costs. Therefore, any call center management personnel speaking, reasonable staff scheduling is to achieve high efficiency of call center operations management, and lower overall operating costs and ensure customer service quality and service levels, improve call center productivity an important part.The current domestic call center industry with the expansion and scale of business is becoming richer, customer service center seats are also on the rise. As a manager, how reasonable scheduling predict future traffic management and response to these calls by the estimated number of staff required, effective use of human resources to upgrade seats labor performance, and lower overall operating costs, increase productivity, enhance customer service centers throughout the investment return, this is what every one Customer Service Center developed to a certain stage, managers must face problems.This paper mainly from the empirical studies and specific cases start with, through call center operations in the short term, medium and long-term business projections, staffing, scheduling implementation of scene management, and other issues to do in-depth study. First proposed call center staff in achieving efficient management and utilization of the problems faced by this research direction and the purpose and significance of listing call center business forecasts theoretical basis. Then a commercial bank through the call center operation data of the actual business of forecasting, staff scheduling needs calculation and the implementation. The focus of this paper is to explore the actual call center operations management business forecasts, and the scheduling of personnel needs of the implementation of the processes and management methods, and the main research results verified in practice.