I'm a maths and business student, currently doing some research into my dissertation on call centre management. Does anyone know of any friendly call centre managers in Edinburgh that would be able to spare me some time?

I'm currently thinking about focusing on staff scheduling and the effect of part time workers, but please if you have any suggestions or ideas on research topics that would benefit the call centre industry I'd be most grateful for a reply. Many thanks.

Sam

Glasgow ?

Hi Chris,
Thanks for replying.

What are the main methods that call centres deal with daily/yearly peaks in calls? I guess that during the launch of new products temporary workers can be hired, but what about the daily peaks? How do managers deal with them while aiming to maintain a high level of customer service? Do they use answering machines or hire part time workers to work just a few hours each day?

I'm thinking of using simulation techniques to analyse the effect of part time workers helping to deal with daily demands in call centres. What are your views on this as a research topic? Would you be able to provide me with data over a 12 month period including number of calls per day and time of calls, durations of calls, number of unanswered calls, etc?

Kind Regards
Sam

Hi Sam,

Do you have an email address ? You're asking some big questions, the replies might get a bit long.. :-)

Chris.

It's pink_sam@hotmail.com

Thank you!
Sam

Thansk Sam, I'll drop you a mail and we can discuss this.

Chris.

Sam

Vertex have a decent sized callcentre up Gorgie Rd, we also have a simulation team based down in Manchester who have a wealth of knowledge.

You can contact me at Julian.Dixon@Vertex.co.uk and I can put you in contact with the right people.

Hi Chris,
Sorry to be a pain but I'm wondering if you have forgotten about me only I have not received an email from you yet. I guess you must be busy but I would really appreciate some help from you. If it's easier for you I could come through to Glasgow to meet you?
Many thanks, and sorry for nagging!
Sam

Hi Sam,

Strange, I emailed you last week - I'll send it again when I get home.

Chris.

Sorry Chris, I've still not received it. I'm not aware of any problems with my hotmail account but please can you send it to my uni email address:

s9905807@sms.ed.ac.uk

Thanks. Sam

Hi Chris
I sent a couple of emails to your home address (as they bounced back from your work address despite not using my hotmail address) Have you received them?
Sam