FACTORS INFLUENCING ON CALL CENTRE WORKLOAD

Klicni centri so oddelki, ki nudijo pomoč in svetovanje strankam po telefonu. Pomembni so, ker na ta način podjetja pridobivajo koristne informacije o željah in potrebah strank, s pomočjo katerih ohranjajo svojo konkurenčnost. Diplomska naloga obravnava delo v klicnem centru mednarodnega trgovskega podjetja. Operaterji v obravnavanem klicnem centru menijo, da v času luninih men, predvsem na polno luno sprejmejo več klicev kot ostale dni in da so ti klici daljši kot sicer. V ta namen in tudi za optimalnejše planiranje operaterjev smo opravili analizo klicev v klicnem centru, kjer smo upoštevali lunine mene in prodajne akcije trgovskega podjetja. Diplomska naloga je razdeljena na dva dela. V prvem, teoretičnem delu naloge, je obravnavana opredelitev klicnih centrov in storitev, ki jih opravlja. V nadaljevanju je opisana informacijska tehnologija, ki podpira delo v klicnem centru. Večina sodobnih klicnih centrov uporablja sisteme za upravljanje odnosov s strankami (CRM), s katerimi poveča učinkovitost odnosov s strankami. V primeru je opisan CRM sistem, ki ga uporablja obravnavano trgovsko podjetje. V drugem delu je prikazana raziskava, ki je bila izvedena na podlagi statističnih podatkov, pridobljenih iz sistema BSI CRM, ki ga uporablja obravnavano podjetje. Analizirali smo vpliv prodajnih akcij na obremenitev klicnega centra in vpliv luninih men. Z analizo variance oziroma ANOVO in Post Hoc testi smo prišlo do ugotovitev, da lunine mene v letu 2013 niso vplivale na število klicev in trajanje klicev v obravnavanem klicnem centru. Ugotovili smo, da je na število klicev statistično značilen le vpliv ponedeljkove prodajne akcije na število klicev, hkraten vpliv ponedeljkove prodajne akcije in luninih men pa ni značilen. Glede na ugotovitve raziskave ni mogoče potrditi statistično značilnih razlik med različnimi dnevi v tednu, akcijami in luninimi menami. Pri načrtovanju delovnega časa operaterjev glede na rezultate raziskave torej ni smiselno upoštevati luninih men, podobno velja za dneve akcijskih ponudb.Call centres offer assistance and advice to customers over the phone. They are important because this way the companies gain useful information about the wishes and needs of customers and can stay competitive. This thesis talks about the work in a call centre of an international supermarket chain. Operators in this call centre believe, that in the time of different moon phases, especially at the time of a full moon, they receive more calls and these calls are longer than usual. For this purpose and for optimal planning of operators’ schedules we have conducted an analysis of calls in a call centre, in which moon phases and special offers in the company were taken into account. This thesis has two parts. The first part discusses the theory – the definition of a call centre and the services it provides. Furthermore, information technology used in a call centre is described. Most modern call centres use Customer Relationship Management (CRM) systems for more efficient customer management. This thesis describes the CRM system used in the discussed company. The second part of the thesis discusses the conducted survey. This survey was carried out on the basis of statistical data, obtained from the company’s BSI CRM software. We analysed how and if special offers and moon phases impact the call centre utilization. The analysis of variance (ANOVA) and Post Hoc tests proved that different moon phases had no influence on the number or duration of calls to the call centre in 2013. The results showed that only the main impact of Monday special offer is significant, while the interaction between Monday special offer and different moon phases is not significant. The findings of this research do not confirm statistical differences between days of the week, special offers and moon phases. When planning the operators’ schedules, moon phases and special offers do not have to be taken into account