Dynamic Resource Control(DRC) 

DRC的设计思路是帮助呼叫中心务业务资源管理团队根据历史数据比如SLA满足%,平均FCR和CSAT以及可实现的人力效用或至少这些要素的目标价值,通过应用最佳正偏差概念来评估其资源状况 及生产力要素组合等。 通过这个工具,管理人员可以轻松地知道团队是否需要更多人员,要多少等?或者是否可以利用剩余人员来达到最佳SLA和平均CSAT。
The DRC is designated to help resource management team of call center to evaluate its resource situation base on historic achievable SAL met %, average FCR and CSAT as well as achievable agent utilization or at least the targeted value of these elements by applying a concept of best positive deviation from mean of productivity elements mix.

By this tool, management could easily know whether a team need more people or have leftover people can be leveraged to meet best SLA and average CSAT with assumption of achievable agent utilization and required contact per agent per month translated from historic best positive deviation from mean of elements mix.