Internship Report

On
Performance Analysis of Inbound Call Management for
Airtel Customer Contact Center
Supervised By:
Ashfaque A. Mohib
Faculty of Business Administration
Prepared By:

Taherul Bahar
ID # 10-94078-2
Major: Operations Management

Introduction of the Topic

Queue management allows the call center to dynamically

manage call queues while prioritizing customers and offer
personalized services. Call-center managers wish to
improve call-center performance, and need powerful
decision-making tools to visualize, analyze, and enhance
call-center business processes. This analysis treated the
problem from an operations perspective and concentrated
on performance analysis in order to optimize system
utilization by creating a simulation model.

Broad Objective
To analyze operational efficiency of the existing queuing model in
Airtel Customer Contact Center for improving accessibility and
optimizing system utilization.

Specific Objectives
To find out over all weekly call trends (Comparisons
between Attempted & Answered calls) and hourly
number of agents available.
To identify the parameters of the system, such as the
arrival rate, average service time, service rate, waiting
time and perhaps draw a diagram of the system.
To measure system utilization in terms of manning.
To identify problems and recommend solutions for
current queuing model.

Major Findings from the Study

Queue1

786

Consumer

777

Retailer

A
G
E
N
T
S

Queue2

Airtel Queuing Model

Call Arrival Rate =18.5 calls per minute

Inter-Call Arrival Time =0.29 minutes

They are: Morning (7 am to 4 pm), Super Morning (8 am to 5

pm), Evening (3 pm to 12 pm), Super Evening (5 pm to 2 am)
and Night (11 pm to 7 am).

Call Answer Rate ()= 17.5 calls per min

Inter-Call Answer Time (1/)= 0.29 min
Average hourly agents= 62
Average Hourly Calls Per Agent= 17

Average Service Time= 1.78 min per call

Average Service Rate= 0.56 calls per min

AVERAGE SYSTEM UTILIZATION = About 50%

Waiting time per call is 0.12 min or 7 sec, that indicates inbound service
level threshold of 80% calls in 10 Seconds has been fulfilled.

Recommendations
1.

Subscribers calls should be placed upon priority basis to the

agents.

1.

It is important to provide multi skills to all of the agents

(Practice Cross-skills Training).

3.

Airtel can create customer self-service program by IVR or

through SMS so that the subscribers dont need to call 786 for
small types of queries and execution.

4.

Reduce Talk Time, Hold Time and After Call Work Time

5.

In addition to service goals, employee preferences must be

satisfied.

Concluding Remarks

The operation manager should look at five measures when evaluating

existing service system. The average number of customers waiting in the
system, the average time customers wait in the system, System
utilization which refers to the percentage of capacity utilized, the implied
cost of given level of capacity and its related waiting time, the
probability that an arrival will have to wait for service.
Operation managers can use this simulated queuing model by comparing
original vs revised situations. This study found the system performance
is currently satisfying the designated service level