L. Essafi, G.bolch: Time Dependent Priorities in Call Centers Time Dependent Priorities in Call Centers
نویسندگان
چکیده
This paper shows how time dependent priorities can be applied to providing service assurance in a call center. The main contribution of this paper is the transfer of several results derived in the field on Proportional Differentiated Services (Internet Quality of Service) to application in the research field of Call Center technology. Further, it addresses some specific aspects of application to call centers. After presentation of general concepts of call centers and priority mechanisms, service level functions in call centers is introduced and the the suitability of time dependent priorities is discussed.
منابع مشابه
Modeling and Forecasting Call Center Arrivals: a Literature Survey
The effective management of call centers is a challenging task mainly because managers are consistently facing considerable uncertainty. Among important sources of uncertainty are call arrival rates which are typically time-varying, stochastic, dependent across time periods and across call types, and often affected by external events. Accurately modeling and forecasting future call arrival volu...
متن کاملQueueing Models for Full-Flexible Multi-class Call Centers with Real-Time Anticipated Delays
In this paper, we consider two basic multi-class call center models, with and without reneging. Customer classes have different priorities. The content of different types of calls is assumed to be similar allowing their service times to be identical. We study the problem of announcing delays to customers upon their arrival. For the simplest model without reneging, we give a method to estimate v...
متن کاملExposure to electromagnetic fields at two call centers in Turkey, 2015
Background: This study aims to evaluate the negative health impacts of exposure to electromagnetic field and to prepare a risk map of two selected call centers. Materials and Methods: Two call centers whose electromagnetic field values were measured by calibrated low high and point frequency measurement device. The measurements were performed by following the EN 50492 Standards. 178 employees ...
متن کاملAffordances and limitations of technology: Voices from EFL teachers and learners
With the developments of new technologies appearing very quickly, the attention has been focused more on technology than learning. English centers and institutes have mostly been busy accommodating new programs and technologies and hence have not spent enough time to evaluate the CALL programs and technologies employed to find their affordances and limitations. The present study was an attempt ...
متن کاملFirst in Line Waiting Times as a Tool for Analysing Queueing Systems
We introduce a new approach to modelling queueing systems where the priority or the routing of customers depends on the time the first customer has waited in the queue. This past waiting time of the first customer in line, W, is used as the primary variable for our approach. A Markov chain is used for modelling the system where the states represent both the number of free servers and a discrete...
متن کامل