The solved assignment
Service Desk Occupation Through Data
Made Decision
Outsource
Lowered FTE to
0 FTE
Delivery time
12 days
Rating
The Need
An occupancy plan that functions at the backbone of the service desk to maintain high client service scores.
The Goal
What is this assignment about?
Achieving the ultimate FTE occupation at the service desk for our client teams to handle peak-hours well en be optimal at off-peak hours. We want to be available at all times and thus increase customer satisfaction. To do this, they needed a plan for optimum staffing, sufficient to cope with the volume but they do not wanted any overcapacity in the department.
The Deliverable
A concrete data analysis on the current service desk metrics. Shown visually and split up per category in calls per month, week, day and hour, in which seasonality is taken into account and calculated through.
Country of solvers
Languages
NL
Category
IT
Tags
data
research
analysis