Fair workload distribution in the contact center

In contact centers, it often happens that the workload is “unevenly” distributed among individual employees. The reason for this is usually the distribution algorithm of traditional solutions, which takes into account parameters such as the “availability” and “skill level” of the agents, but not the individual workload. This often leads to a feeling of “injustice” on the part of employees and can turn into frustration. Last but not least, productivity also suffers as a result.

The IP Dynamics solution concept ensures a more equitable distribution of workload among agents. Service employees are divided into two groups. The “overflow group” includes agents who have processed more inquiries on average than their colleagues. Agents who have processed fewer inquiries on average are assigned to the “allocation group”. When an incoming call is received, the algorithm now assigns it within the allocation group. If no employee is available in the group, the call is forwarded to the overflow group so that all inquiries can be answered quickly.

This ensures that employees are relieved and that their satisfaction and productivity are increased at the same time.

Are you interested in our solution concepts? Just contact us!