DocumentCode :
2380054
Title :
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
Link To Document :
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