Towards optimized call center management for the deaf and hard of hearing
The ACDC research project of IMT Mines Albi's Industrial Engineering center (CGI), began in 2021 and ended in early 2025. It was funded by the Occitanie Region and carried out with the Elioz company, whose main activity aims to improve the quality of integration of the deaf and hard-of-hearing public into society.
The aim of the research project is to develop a decision-making tool to optimize the planning of relay operators and enable the sizing and operation of call centers for the deaf.
Franck Fontanili
ACDC project manager, teacher-researcher at the Industriel Engineering center
"The aim of our research was to improve service quality by aiming for a waiting time of less than 1 minute for 90% of incoming calls, without increasing the number of interpreter working hours. To achieve this, we proposed an innovative solution combining data processing, prediction, artificial intelligence, simulation and optimization, for staffing and scheduling interpreters. We hope that the research work carried out at the CGI will contribute to improving the accessibility of the services offered by Elioz to the deaf and hard-of-hearing community. "
Call center optimization: Centre Génie Industriel's expertise in action
Until now, Elioz carried out call planning empirically and manually, based on the experience of supervisors and historical similarities.
The solution developed by IMT Mines Albi's Centre Génie Industriel has made it possible to exploit historical data more intensively and, above all, fully automatically. The result is a decision-making tool that does not replace human supervisors, but structures the work very quickly and proposes several possible planning solutions that Elioz can adjust manually according to its own criteria. Supervisors therefore retain control over their decisions and the effects of their adjustments, while planning much more quickly than with the current approach.
Geoffroy Lagroy De Croutte
Production manager at Elioz
"Since the results of the joint research laboratory can be used, the planning exercise has been cut in half. The system provides us with unprecedented elements for arbitrating our quality of service. Our Quality-Cost-Performance triangle is now controllable. Waiting times for the deaf and hearing-impaired have been cut to less than a minute."
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