Practice Summary: Henkel Uses Analytics to Improve Call Center Performance

John Maleyeff () and Canan Gunes Corlu ()
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John Maleyeff: Metropolitan College, Boston University, Boston, Massachusetts 02215
Canan Gunes Corlu: Metropolitan College, Boston University, Boston, Massachusetts 02215

Interfaces, 2024, vol. 54, issue 4, 357-364

Abstract: This article presents a customized decision support system for labor allocation at Henkel Corporation’s Loctite adhesives call center, which mainly serves business-to-business customers who use Loctite adhesives to bond parts during manufacturing. The project includes an analysis of call center data, a simulation model that captures nuances of its operations, and a metamodel that generates optimal server utilization targets. The system, which projects performance on an hour-by-hour basis, maintains flexibility when assigning staff. Its use has decreased caller abandonment rates from 4.26% to 2.83% without increasing agent labor costs.

Keywords: capacity planning; decision support; call center; simulation optimization; metamodeling (search for similar items in EconPapers)
Date: 2024
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Persistent link: https://EconPapers.repec.org/RePEc:inm:orinte:v:54:y:2024:i:4:p:357-364

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