SBIR Phase I: System to Enhance Identification of Breakthrough Improvements In Call Center Service Process Using Stochastic Techniques

这个小企业创新研究第一阶段项目将开发一个原型能力，旨在提高美国在全球基础上的竞争力，因为它与呼叫中心行业有关。呼叫中心后台工作的大规模迁移以及大规模的软件开发活动继续以惊人的速度迁移到印度和菲律宾等地区。与制造业一样，劳动力迁移的最初原因是劳动力套利。这项研究的目的是确定从各种项目的经验中获得的“部落知识”是否可以编纂成一个系统，该系统可以提供咨询业务65-75%的收益。如果成功，这项研究将有助于在短期内保护美国的就业机会，同时也使美国公司在全球范围内更具竞争力。

This Small Business Innovation Research Phase I project will develop a prototype capability aimed at improving U.S. competitiveness on a global basis as it relates to the call center industry. Large scale migration of back office jobs in call centers as well as large scale software development activities continue to migrate to locales such as India and the Philippines at alarming rates. Like the manufacturing industry, the initial reasons forcing this migration of work is labor arbitrage. The goal of the study is to determine if the "tribal knowledge" gained from the experiences of various projects can be codified into a system that can deliver 65-75% of the benefits of a consulting engagement. If successful, this research will help preserve jobs in the U.S. in the near term while also making US companies more competitive on a global basis.