Service-Level Variability of Inbound Call Centers
نویسندگان
چکیده
منابع مشابه
Service-Level Variability of Inbound Call Centers
In practice, call center service levels are reported over periods of nite length that are usually no longer than 24 hours. In such small periods the service level has a large variability. It is therefore not su£cient to base sta£ng decisions only on the expected value of the service level. In this paper we consider the classicalM/M/s queueing model that is o en used in call centers. We develop...
متن کاملStaff Scheduling for Inbound Call and Customer Contact Centers
30 AI MAGAZINE ■ The staff scheduling problem is a critical problem in the call center (or, more generally, customer contact center) industry. This article describes DIRECTOR, a staff scheduling system for contact centers. DIRECTOR is a constraint-based system that uses AI search techniques to generate schedules that satisfy and optimize a wide range of constraints and service-quality metrics. ...
متن کاملService-Level Agreements in Call Centers: Perils and Prescriptions
A call center with both contract and non-contract customers was giving priority to the contract customers only in off-peak hours, precisely when having priority was least important. In this paper we investigate whether this is rational behavior on the part of the call center and what the implications are for customers. In particular, we show that under contracts on the percentile of delay, whic...
متن کاملService-Level Differentiation in Call Centers with Fully Flexible Servers
We study large-scale service systems with multiple customer classes and many statistically identical servers. The following question is addressed: How many servers are required (staffing) and how does one match them with customers (control) in order to minimize staffing cost, subject to class level quality of service constraints? We tackle this question by characterizing scheduling and staffing...
متن کاملTECHNICAL NOTE - A Note on Profit Maximization and Monotonicity for Inbound Call Centers
We consider an inbound call center with a fixed reward per call and communication and agent costs. By controlling the number of lines and the number of agents we can maximize the profit. Abandonments are included in our performance model. Monotonicity results for the maximization problem are obtained, which leads to an efficient optimization procedure. We give a counterexample to the concavity ...
متن کاملذخیره در منابع من
با ذخیره ی این منبع در منابع من، دسترسی به آن را برای استفاده های بعدی آسان تر کنید
ژورنال
عنوان ژورنال: Manufacturing & Service Operations Management
سال: 2012
ISSN: 1523-4614,1526-5498
DOI: 10.1287/msom.1120.0382