CALL CENTER MODELLING SCENARIOS EVALUATION MATRIX SAMPLE

Modelling Scenario 1 Modelling Scenario 2

Decision Criteria People Labor pool (including union activity, education level, accessibility, geography) Manageability, measurability, supervisory span of control Training and staff turnover Business Customer characteristics Required management philosophy and style Business climate/environment, assimilation/scalability Systems/Infrastructure Overall center size Infrastructure adaptability Reliability, recovery, integrity

5 5 5 1 3 5 4 4 5

5 4 5 1 3 4 3 4 4

Total Score

37

33

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