Improving Performance by Redesigning Shifts

Man using telephone headset in open plan office

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

The Client

Crimestoppers: the charity which helps solve crime through members of the public providing information anonymously.

The Client's Problem

How to take on new business and improve performance without a big increase in staffing costs.

The Solution

  • A simulation model of the call centre using PRISM software, used to try out different staffing patterns
  • Thorough data analysis to understand variation in demand
  • Recommended staffing levels for different demands

The Benefits

  • Better performance, without increasing cost, through new shift patterns
  • Ability to continue to improve, and to adapt to changing circumstances, into the future