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Naslov:Optimization of a call centre performance using the stochastic queueing models
Avtorji:ID Brezavšček, Alenka (Avtor)
ID Baggia, Alenka (Avtor)
Datoteke:.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
 
Jezik:Angleški jezik
Vrsta gradiva:Znanstveno delo
Tipologija:1.01 - Izvirni znanstveni članek
Organizacija:FOV - Fakulteta za organizacijske vede
Opis: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.
Ključne besede:call centre, service quality, performance measure, optimization, stochastic queueing models
Status publikacije:Objavljeno
Verzija publikacije:Objavljena publikacija
Leto izida:2014
Št. strani:str. 6-18
Številčenje:Letn. 5, št. 3
PID:20.500.12556/DKUM-65325 Novo okno
ISSN:1847-8344
UDK:621.39
COBISS.SI-ID:7343891 Novo okno
DOI:10.2478/bsrj-2014-0016 Novo okno
ISSN pri članku:1847-8344
NUK URN:URN:SI:UM:DK:Q68O9VUD
Datum objave v DKUM:31.03.2017
Število ogledov:1691
Število prenosov:393
Metapodatki:XML DC-XML DC-RDF
Področja:Ostalo
:
BREZAVŠČEK, Alenka in 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) [na spletu]. 2014. Vol. 5, no. 3, p. 6–18. [Dostopano 17 marec 2025]. DOI 10.2478/bsrj-2014-0016. Pridobljeno s: https://dk.um.si/IzpisGradiva.php?lang=slv&id=65325
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Gradivo je del revije

Naslov:Business systems research journal : international journal of the Society for Promotion of Business Information Technology (BIT)
Založnik:Faculty of Economics and Business
ISSN:1847-8344
COBISS.SI-ID:19862758 Novo okno

Licence

Licenca:CC BY-NC-ND 4.0, Creative Commons Priznanje avtorstva-Nekomercialno-Brez predelav 4.0 Mednarodna
Povezava:http://creativecommons.org/licenses/by-nc-nd/4.0/deed.sl
Opis:Najbolj omejujoča licenca Creative Commons. Uporabniki lahko prenesejo in delijo delo v nekomercialne namene in ga ne smejo uporabiti za nobene druge namene.
Začetek licenciranja:31.03.2017

Sekundarni jezik

Jezik:Slovenski jezik
Ključne besede:klicni center, kakovost storitve, merjenje učinkovitosti, optimizacija, stohastični modeli množične strežbe


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