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Practice Summary: Henkel Uses Analytics to Improve Call Center Performance

Author

Listed:
  • John Maleyeff

    (Metropolitan College, Boston University, Boston, Massachusetts 02215)

  • Canan Gunes Corlu

    (Metropolitan College, Boston University, Boston, Massachusetts 02215)

Abstract

This article presents a customized decision support system for labor allocation at Henkel Corporation’s Loctite adhesives call center, which mainly serves business-to-business customers who use Loctite adhesives to bond parts during manufacturing. The project includes an analysis of call center data, a simulation model that captures nuances of its operations, and a metamodel that generates optimal server utilization targets. The system, which projects performance on an hour-by-hour basis, maintains flexibility when assigning staff. Its use has decreased caller abandonment rates from 4.26% to 2.83% without increasing agent labor costs.

Suggested Citation

  • John Maleyeff & Canan Gunes Corlu, 2024. "Practice Summary: Henkel Uses Analytics to Improve Call Center Performance," Interfaces, INFORMS, vol. 54(4), pages 357-364, July.
    • Handle: RePEc:inm:orinte:v:54:y:2024:i:4:p:357-364
    DOI: 10.1287/inte.2021.0106
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