A systems study on integrated galaxy communications

• Main Authors: Chong, Jessica T., Marquez-Lim, Jeremy C., Ormoc, Regan C.
• Format: text
• Language: English
• Published: Animo Repository 2012
• Subjects: Contracting out > Philippines; Call centers; Industrial Engineering
• Online Access: https://animorepository.dlsu.edu.ph/etd_bachelors/11450
• Institution: De La Salle University

The contents of this paper are about Integrated Galaxy Communications, which is a company that falls under the business process outsourcing industry. The company has multiple contact centers that support the operation from different countries, but for this paper, it will only be focusing on Process which is an inbound type of call center, that is considered to be one of the biggest departments of the company. There are performance measures agreed between the company and their business partner these are the service level, the forecast accuracy, the average handling time, and the abandon rate. The time period of the study is from January to December 2011. By doing a detailed system study, it was found out that the service level is the identified problem that needs to be addressed. It shows that 3 out of 12 months failed to reach the required level of 80% thus resulting to a penalty of Php 6,741,148.05 for the year 2011. Through the cause and effect diagram, the promotions with the call volume and promotions, and the average handling time (AHT) have been identified as the root cause to the problem. Although identified not be a part of the root cause to the problem, the illumination of the work area is addressed as to minimize the number of illumination related cases. By using the simulation software ARENA 10.0, the proposed solutions, when combined, would result to an increase 11.65% to service level. Using a simple cost-benefit analysis the improvement would save 7,215,47.06. But for the solution to the illumination issue, the effects and benefits to the system should be further studied.