1. Issue: A system that allows task avoidance

The contact center, staffed with 20 operators, handles email inquiries as part of its BPO outsourcing services.

Inquiries are handled by operators who take on the case themselves. When an operator is available, they select an inquiry from the waiting list and take it on.

Hourly paid operators are evaluated based on customer feedback. Positive evaluations are given for excellent service, while complaints result in negative evaluations.

Since the evaluation system doesn’t consider the number of cases handled, employees lack the motivation to take on cases proactively. This results in procrastination and a decline in overall productivity.

2. Solution: Rotate and allocate evenly

To address this, the process owner implemented a rotation allocation method. This new approach ensures inquiries are distributed equally, replacing the previous system where responders selected work voluntarily.

Each job is assigned a process serial number. The serial number is divided by 20, and the remainder plus 1 is used to assign the job to one of 20 operators. Each number between 1 and 20 corresponds to a specific operator. For example, Mr. E is assigned jobs numbered 5, Mr. N is assigned jobs numbered 14, and so on.

Workload is balanced among operators, improving response speed and reducing inquiry delays.

※ To calculate the number, use a Script Task

3. Customers Case Study

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