For a long time now our staff planning managers, Simon Ede and Chantelle Davies, have been pouring over the World Cup fixtures and entering data into our resourcing software. The strange thing is there has been no discussion about who will start in goal or what Capello’s formation will be in the first game. Instead, they have been concentrating on what will happen to incoming call volumes during the key games.
Will South Africa’s match with Mexico on Friday afternoon have an impact and will lots of people choose to wait until half time to report faults with the air conditioning? The important thing for Simon and Chantelle is to ensure that we have the correct number of people available to answer the calls when they come in and we use market leading workforce management software that calculates its accurate predictions through complicated formulas.
Fortunately, this is Simon’s 3rd World Cup at Office Response and he’s already made his prediction of what % of our normal call volumes we expect to receive during England’s first match and the staffing rotas were planned a long time ago.
As a bit of fun we’ll give an England football shirt to the closest prediction for the % of calls we’ll get from 7pm to 10pm compared to our normal call volume on a Saturday. To give you a fair chance, the competition is not open to Office Response employees.
Please send entries to business.support@office-response.co.uk and we’ll announce the winner through the blog.
By Martin Blain
Oooooh, I love a challenge, although it is hard without knowing your customers products or services………..I shall email my guess through so that no onne can see.
England’s involvement will be like an extended Xmas break – during 7-10pm on Saturday I predict, 50% because there will always be someone. However this is on the assumption that there are not usually many calls on a saturday evening which may be wrong