If you have a large call center (generally more than 8 Workstations), you may have noticed how the same interviewers sit in the same cubicles each day. Sometimes this can become a problem, as some interviewers become too chummy with other interviewers, and it begins to distract their calling and lowers their productivity.
It is for this exact reason that we designed the Seating Assignment chart in ComQuest. You can access the procedure from any of the databases, on any of the Fileservers or Workstations (the data files are global - available in all databases - and are stored in the C:\ComQuest folder on your first Fileserver). If we have activitated this functionality on your system, you will be able to:
|•||Enter all Workstation cubicle names at your location|
|•||Tag the cubicles that are working and available for use|
|•||Create a list of currently active interviewers|
|•||Click one button and create a randomized seating chart.|
If Seating Assignment has been activated on your system, you will see the menu option under Callout / Interviewer Incidence. When you select it for the first time, you will initially see two blank boxes --- cubicles on the left, and interviewers on the right.
Seating Assignment configuration screen
Creating Cubicle List
First, you will need a way to identify all your cubicles. Either number or letter them, using any sort of naming convention you desire. Each cubicle's name must be 6 characters or less. To add the list of cubicles you have at your location, either right-click on the white box on the left and select Insert, or click on the "+" (Insert) button below the Active Cubicles list.
As you add each cubicle, it will automatically be activated (a check mark displayed to the left). If you wish to delete a cubicle from the list, simply highlight it and click the "-" (Delete) button. To change the name of a cubicle you have already entered, click the Edit button.
When you print a seating chart, only the cubicles that are active (have a check mark to the left) will be assigned to an interviewer. If a particular cubicle does not have a working phone line, or has some other sort of mechanical error, you should uncheck it in the list (rather than delete it) so that it is not used when creating a seating chart. Once the cubicle's issues have been resolved, and it is once again working and available for use by an interviewer, simply turn the check mark back on, and it will be assigned to interviewers the next time you create a seating chart.
The first time you use the Seating Assignment procedure, the interviewer list to the right will be blank. Simply click the Refresh List button under the interviewer list on the right, and a new list of interviewers will be created. When you click Refresh List, ComQuest loops through all the respondent files in all your databases for the last 8-days. Any interviewer that has made at least one call in any of those databases is included in the updated interviewer list. Using this logic, you do not need to worry about keeping the password file updated by deleting old interviewer names that are no longer working for you; only those interviewers that actually made any calls in the last 8-days will be included.
Some of the interviewer names included in the table may have recently quit work, or they might be supervisors that you don't wish to include when you create a seating chart. In this case, simply remove the check mark to the left of their name, in the same way you de-activate non-working cubicles, and that interviewer will not be included the next time you generate a seating chart.
You should have more cubicles available (checked on) than you have active interviewers (check marks on).
If you don't, some of the last few interviewers will have a blank line next to their name, rather than be assigned a specific cubicle. If you have more cubicles available than interviewers (which is recommended), there will be a series of blank lines printed at the bottom of each seating chart, corresponding to the number of remaining cubicles that are available for use by a supervisor, or a new hire that started work subsequent to the printing of the seating chart.
Generating A Seating Chart
To create a seating chart, simply select the date you wish to run, using the date spin box, and click the Assign Seating button. A seating chart for that day will be generated and displayed on the screen.
Printed Seating Assignment chart
If you have inadvertently included (or excluded) a cubicle or interviewer, simply close the preview of the seating chart and re-run it once you have corrected your settings.
In addition to assigning each active interviewer to an active cubicle, ComQuest searches for the best database in which to begin dialing on each Fileserver, to decide which database each interviewer should begin to work in. The criteria used to decide which database to start from on each Fileserver includes:
|•||The database that is furthest east, geographically (using the Time Zone offset)|
|•||The database that needs the greatest number of completes|
|•||The database where the Quota Test Cycle has been opened the longest|
Soon after starting in one or more databases, you may wish to re-assign specific interviewers to a different database, using the Move Interviewer procedure. However, using the Seating Assignment procedure provides a good starting point each day, and relieves the Supervisor of having to repeatedly answer the questions "Where should I sit?" and "What database do you want me in?".
As the seating chart is a randomly-generated array of active interviewers matched to working cubicles, it will be different each time you run it. If a cubicle assigned to an interviewer has some sort of hardware or software problem when they attempt to use it, simply have them go to one of the cubicles for that day that are at the bottom of the list (cubicles assigned to the blank line), which should be available for use. If you're not able to get the problem cubicle working again in short order, you should then de-activate it from the list of cubicles, before running the next day's seating chart.
Ending Seating Assignment Procedure
Simply click the Close button at the bottom of your screen to end the Seating Assignment procedure. All of your cubicle and interviewer settings will be saved for use in your next session.