Right Sizing Customer Care: An Approach for Sustainable Service Level Agreements

Author

Barroero, T. ; Motta, Gianmario ; Della Vedova, M.

Author_Institution

Comput. Eng. & Syst. Sci. Dept., Univ. of Pavia, Pavia, Italy

fYear

2011

fDate

25-27 May 2011

Firstpage

40

Lastpage

43

Abstract

Call centers operational models size staff by balancing service quality and efficiency. Classic models consider only the case of dedicated staff. We propose a model for right sizing shared staff, thus extending the classical Erlang C by using the Gamma incomplete function. This model has a wider coverage and support flexible configurations as required by emerging markets and, furthermore, it enables transparent pricing against a certified service level.

Keywords

call centres; contracts; customer services; personnel; quality of service; sustainable development; Gamma incomplete function; call centers; certified service level; classical Erlang C; customer care sizing; emerging markets; operational models; service quality; staff sizing; sustainable service level agreements; transparent pricing; Biological system modeling; Computational modeling; Gallium nitride; Manufacturing; Mathematical model; Quality of service; Call centers; Erlang C; gamma distribution; performance management; quality of service; queueing model; service level management;

fLanguage

English

Publisher

ieee

Conference_Titel

Service Sciences (IJCSS), 2011 International Joint Conference on

Conference_Location

Taipei

Print_ISBN

978-1-4577-0326-3

Type

conf

DOI

10.1109/IJCSS.2011.16

Filename

5960240