Fair Workload Distribution in the Contact Center

Indi­vid­ual solu­tion con­cepts from IP Dynam­ics can relieve agents in the con­tact cen­ter and sig­nif­i­cantly increase pro­duc­tiv­ity and employee sat­is­fac­tion.

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

The IP Dynam­ics solu­tion con­cept ensures a fairer dis­tri­b­u­tion of the work­load among the agents. The ser­vice employ­ees are divided into two groups. The “over­flow group” con­tains agents who have han­dled more requests on aver­age than their col­leagues. Agents who have han­dled fewer calls on aver­age are assigned to the ” allo­ca­tion group”. When an incom­ing call is received, the algo­rithm now allo­cates it within the allo­ca­tion group. If no agent is avail­able in this group, the call is for­warded to the over­flow group so that all requests can be answered quickly.

This ensures that employ­ees are relieved of heavy work­loads, while at the same time increas­ing their sat­is­fac­tion and pro­duc­tiv­ity.

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