Optimization of a Call Centre Performance Using the Stochastic Queueing Models

Business Systems Research

卷:5

Baggia Alenka¹  Brezavšček Alenka¹ 

[1] Faculty of Organizational Sciences, University of Maribor, Slovenia;

关键词: call centre;    service quality;    performance measure;    optimization;    stochastic queueing models;   

DOI  :  10.2478/bsrj-2014-0016

来源: DOAJ

【 摘 要 】

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.

【 授权许可】

Unknown