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OR Process Skills Transform an Out-of-Control Call Center into a Strategic Asset

Author

Listed:
  • Vijay Mehrotra

    (Department of Finance and Quantitative Analytics, School of Business and Management, University of San Francisco, San Francisco, California 94117)

  • Thomas A. Grossman

    (Department of Finance and Quantitative Analytics, School of Business and Management, University of San Francisco, San Francisco, California 94117)

Abstract

A large consumer-software company was struggling to manage a seemingly unmanageable, high-cost technical-support call center. The company used “OR process skills” to transform the call center into a strategic asset. By focusing on executive priorities, personally observing business processes, engaging with frontline workers, and directly examining the sources of important data, we discovered the central problem amidst a contentious, disorganized situation. We used a pilot program to test simple analytical tools, such as Pareto charts and sampling, to bring actionable information to the right parts of the organization. Following the processes we developed, the company analyzed customer feedback to improve the product and customer self-support mechanisms, thereby reducing both current and future call volumes. By empowering client staff and leading process change across functional boundaries, the company reduced its call-center costs and achieved higher product quality. In addition, we demonstrate that OR process skills can be an essential element in sustaining long-term consultant-client relationships.

Suggested Citation

  • Vijay Mehrotra & Thomas A. Grossman, 2009. "OR Process Skills Transform an Out-of-Control Call Center into a Strategic Asset," Interfaces, INFORMS, vol. 39(4), pages 346-352, August.
    • Handle: RePEc:inm:orinte:v:39:y:2009:i:4:p:346-352
    DOI: 10.1287/inte.1090.0432
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    References listed on IDEAS

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    Cited by:

    1. Hämäläinen, Raimo P. & Lahtinen, Tuomas J., 2016. "Path dependence in Operational Research—How the modeling process can influence the results," Operations Research Perspectives, Elsevier, vol. 3(C), pages 14-20.
    2. Shantanu Bhattacharya & Alok Gupta & Sameer Hasija, 2014. "Joint Product Improvement by Client and Customer Support Center: The Role of Gain-Share Contracts in Coordination," Information Systems Research, INFORMS, vol. 25(1), pages 137-151, March.

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