The document discusses Vodafone UK's call center operations that were offshored to Egypt. It provides an overview of Vodafone UK as the largest account handled in Egypt, representing 85% of customer service operations. It then discusses factors that affect productivity, including standardization, new hires, turnover rate and incentives. It also covers how outsourcing and offshoring can improve productivity and lower costs. Finally, it defines forecasting, describes types of forecasting including judgmental, time series and associative models, and ways to calculate forecasts such as naive forecasting and moving averages.

1. ‫فود‬
Vodafone UK
Case Of Predicted Calls

2. Content
 Vodafone UK Overview
 Factors affecting productivity (Vodafone
UK).
 Outsourcing and off shoring.
 Improving Productivity.
 Agent availability forecasting.

3. Vodafone UK Overview
• Vodafone UK account is the biggest off shoring call center
in Egypt and the main account inVodafone International
Services (VIS).
• VIS in Egypt holds UK, Spain, Germany, Ireland, Italy and
France accounts to provide customer services.
• UK account represents 85% fromVodafone UK customer
services operations.
• The UK Operation operates tow main Queues,Account
Management Queue and Technical Queue.
• Account Management Queue represents 57% from the
headcount for UK Account.

4. Factors affecting productivity
 Standardization – (+ve): Help reducing variables
(time/cost).
In our business it`s mainly a time concerned standard,
starting from the customer calls, Network connects him to
the IntegratedVoice Record system (IVR) to determine
which Queue he will be connected to, then connects to an
available advisor to answer his inquiry in a short time.
 Use of Internet – (+ve): It lowers the cost of wide range
transactions and system use.
Our system mainly depends on internet use with high speed
for the action needed on the customer’s account.

5. Factors affecting productivity
 New Hires – (-ve): Low productivity than experienced.
Our new hires can take longer time to answer the customer’s
inquiry as they are not experienced on how to get the proper
info from the system which can cause overload on the
experienced to over achieve his KPIs to reduce the variance so
that we do achieve as a site.
 Safety – (-ve): How accidents can affect productivity.
We do have employee transportation provided by the company
to ensure the employee availability in premises on time, road
accidents can cause the employees missing to adhere to login
on Queue to take calls as if not happened will lead to lower
the site productivity and increase the load on those who came
on time.

6. Factors affecting productivity
 Turnover rate – (-ve): negative impact on productivity.
High turnover rate affects negatively on the productivity as
the business loses trained experienced calibers when they
leave and the replacement will take time to reach the same
level of experience.
 Incentive Plan – (+ve):
Productivity rewards to boost our performance and over
achieve our KPIs.

7. Outsourcing and off shoring
 Higher productivity in another company is a key reason for
organizations to outsource their work and it can be off
shoring in different country.
 Vodafone UK went to off shore her business in Egypt for
high productivity and less cost with the same standards.

8. Improving Productivity
 Organizations improve productivity by setting key
performance indicators (KPIs).
 Develop methods for productivity improvements through
brainstorming.
 Through daily briefings to communicate any business change
or our performance for the day and tackle pain points to
improve productivity for the day across all teams with their
managers.

9. Forecasting
 Forecasting is a way to predict or estimate the
organization future activity.

10. Types of forecasting
Judgmental
• Forecast based on judgment and opinion. (Qualitative)
• Uses subjective inputs.
Time
Series
• Forecast based onTime series (historical) data
(quantitative)
• Using historical data assuming the future will be like the
past.
Associative
Model
• Uses explanatory variables to predict the future.

11. Ways to calculate forecast
Naïve forecast the forecast of any period equal the previous
period’s actual value.
Ex: If the demand of last year is 50 units then the naïve forecast
of the upcoming year is 50 units.
Moving average forecast It is using the average of the last 3-5
years to determine the forecast for the next year.

12. Ways to calculate forecast