Alenka Brezavšček (Author), Alenka Baggia (Author)

Abstract

Background: A call centre usually represents the first contact of a customer with a given company. Therefore, the quality of its service is of key importance. An essential factor of the call centre optimization is the determination of the proper number of operators considering the selected performance measure. Results of previous research show that this can be done using the queueing theory approach. Objectives: The paper presents the practical application of the stochastic queueing models aimed at optimizing a Slovenian telecommunication provider’s call centre. Methods/Approach: The arrival and the service patterns were analysed, and it was concluded that the call centre under consideration can be described using the M/M/r {infinity/infinity/FIFO} queueing model. Results: An appropriate number of operators were determined for different peak periods of the working day, taking into consideration the following four performance measures: the expected waiting time, the expected number of waiting customers, the probability that a calling customer will have to wait, and the call centre service level. Conclusions: The obtained results prove the usefulness and applicability of the queueing models as a tool for a call centre performance optimization. In practice, all the data needed for such a mathematical analysis are usually provided. This paper is aimed at illustrating how such data can be efficiently exploited.

Keywords

klicni center;kakovost storitve;merjenje učinkovitosti;optimizacija;stohastični modeli množične strežbe;call centre;service quality;performance measure;optimization;stochastic queueing models;

Data

Language: English
Year of publishing:
Typology: 1.01 - Original Scientific Article
Organization: UM FOV - Faculty of Organizational Sciences
UDC: 621.39
COBISS: 7343891 Link will open in a new window
ISSN: 1847-8344
Views: 981
Downloads: 316
Average score: 0 (0 votes)
Metadata: JSON JSON-RDF JSON-LD TURTLE N-TRIPLES XML RDFA MICRODATA DC-XML DC-RDF RDF

Other data

Secondary language: Slovenian
Secondary keywords: klicni center;kakovost storitve;merjenje učinkovitosti;optimizacija;stohastični modeli množične strežbe;
URN: URN:SI:UM:
Type (COBISS): Scientific work
Pages: str. 6-18
Volume: ǂVol. ǂ5
Issue: ǂno. ǂ3
Chronology: 2014
DOI: 10.2478/bsrj-2014-0016
ID: 9595925
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