ABSTRACT
Super-Utility Management plc ran a ‘one-stop shop’ inquiry service and helpline for their two million customers. Over a hundred operators worked shifts in rather crowded premises in the city centre. Capacity was limited, and there were increasing delays in answering calls. Since call response times were a ‘key performance indicator’ for the industry, there was clearly a problem. Management decided that in order to expand and improve the service, they would have to relocate.
