Contact Details

If you require further information on any of our services please do not hesitate to contact us by telephone or e-mail. All enquiries are extremely welcome.

T: 01636 816 466

The Old Vicarage
Station Road, Rolleston
NG23 5SE                              

Operational Research

You can always be more efficient

Operational Research is all about using analysis to improve decision making. Dr Angela Moore uses mathematical modeling, statistical analysis, optimisation, sequencing and scheduling techniques to create simple heuristics you can employ to run your operation more efficiently.

Call Centres

Call Centres are an important function in many organisations, including government, business and commerce. They have been around for almost as long as the telephone, and ever since, managers have been trying to optimise the operation.

We have been organising shift patterns for Call Centres and forecasting call rates for over 15 years. We use our own software to predict what will happen at different call rates to correctly estimate the number of operators required to provide an agreed level of service. We then turn this data into a man hours requirement and create a tailor made shift pattern to meet these requirements with a predictable cost. This can be for any type of operation, in any industry and for any ‘Opening Hours’. We have helped many organisations including Emergency Services and Repairs, Sales, Orders, and the Operators for 10 Downing Street.

A new type of operation we have introduced is where multinational companies have combined their call centres around the globe into one 24-hours operation working from one overall shift pattern.

We will analyse your calls to provide you with the number of Operators you require throughout the week and the year. The analysis will often expose weaknesses in the current operation, such as abandoned calls or excessive overtime, and then provide the appropriate solutions. These can take several forms, such as ‘a minimum cost operation’, meeting SLA’s, minimising down time, reducing overtime or maximising income.

Click here for an example of how we can use our software to ensure you have enough staff.