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Title:Optimization of a call centre performance using the stochastic queueing models
Authors:ID Brezavšček, Alenka (Author)
ID Baggia, Alenka (Author)
Files:.pdf Business_Systems_Research_Journal_2014_Brezavscek,_Baggia_Optimization_of_a_Call_Centre_Performance_Using_the_Stochastic_Queueing_Models.pdf (466,74 KB)
MD5: 91DC5639386DB5BD038FAF9E929FF299
 
URL http://www.degruyter.com/view/j/bsrj.2014.5.issue-3/bsrj-2014-0016/bsrj-2014-0016.xml
 
Language:English
Work type:Scientific work
Typology:1.01 - Original Scientific Article
Organization:FOV - Faculty of Organizational Sciences in Kranj
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:call centre, service quality, performance measure, optimization, stochastic queueing models
Publication status:Published
Publication version:Version of Record
Year of publishing:2014
Number of pages:str. 6-18
Numbering:Letn. 5, št. 3
PID:20.500.12556/DKUM-65325 New window
ISSN:1847-8344
UDC:621.39
ISSN on article:1847-8344
COBISS.SI-ID:7343891 New window
DOI:10.2478/bsrj-2014-0016 New window
NUK URN:URN:SI:UM:DK:Q68O9VUD
Publication date in DKUM:31.03.2017
Views:1691
Downloads:391
Metadata:XML DC-XML DC-RDF
Categories:Misc.
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BREZAVŠČEK, Alenka and BAGGIA, Alenka, 2014, Optimization of a call centre performance using the stochastic queueing models. Business systems research journal : international journal of the Society for Promotion of Business Information Technology (BIT) [online]. 2014. Vol. 5, no. 3, p. 6–18. [Accessed 20 January 2025]. DOI 10.2478/bsrj-2014-0016. Retrieved from: https://dk.um.si/IzpisGradiva.php?lang=eng&id=65325
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Record is a part of a journal

Title:Business systems research journal : international journal of the Society for Promotion of Business Information Technology (BIT)
Publisher:Faculty of Economics and Business
ISSN:1847-8344
COBISS.SI-ID:19862758 New window

Licences

License:CC BY-NC-ND 4.0, Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International
Link:http://creativecommons.org/licenses/by-nc-nd/4.0/
Description:The most restrictive Creative Commons license. This only allows people to download and share the work for no commercial gain and for no other purposes.
Licensing start date:31.03.2017

Secondary language

Language:Slovenian
Keywords:klicni center, kakovost storitve, merjenje učinkovitosti, optimizacija, stohastični modeli množične strežbe


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