1. Issue: Abuse of Rotational Assignment

A contact center is operated as part of the company’s BPO services, where 20 operators handle email inquiries.

Previously, inquiries were assigned on a rotational basis. This system allowed operators to predict when their turn to handle an inquiry would come up.

Recently, we discovered instances where this system was being abused. Some operators were intentionally sending themselves simple, self-created inquiries just before their predicted assignment time, effectively reducing their workload through this deceptive practice.

This dishonest behavior compromises fairness among our operators. Moreover, this manipulation of workload creates a significant risk, potentially leading to an increased burden for other operators and delays in inquiry resolution.

2. Solution: Switching to Random Assignment

The process owner has revised the traditional rotational assignment method and implemented a system that randomly determines the next operator for inquiries.

Specifically, a random number between 1 and 20 will be generated, and the corresponding operator will be assigned based on that value (e.g., if the random number is 5, Operator E is assigned; if it’s 14, Operator N is assigned).

Unpredictable inquiry assignments help prevent improper handling or manipulation.

* The generation of these random numbers will utilize the automated add-on process titled Number: Generate Random.

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