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Optimization of a Call Centre Performance Using the Stochastic Queueing Models

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  • Brezavšček Alenka

    ()

  • Baggia Alenka

    () (Faculty of Organizational Sciences, University of Maribor, Slovenia)

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.

Suggested Citation

  • Brezavšček Alenka & Baggia Alenka, 2014. "Optimization of a Call Centre Performance Using the Stochastic Queueing Models," Business Systems Research, Sciendo, vol. 5(3), pages 6-18, September.
  • Handle: RePEc:bit:bsrysr:v:5:y:2014:i:3:p:6-18
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    File URL: https://www.degruyter.com/view/j/bsrj.2014.5.issue-3/bsrj-2014-0016/bsrj-2014-0016.xml?format=INT
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    References listed on IDEAS

    as
    1. Lawrence Brown & Noah Gans & Avishai Mandelbaum & Anat Sakov & Haipeng Shen & Sergey Zeltyn & Linda Zhao, 2005. "Statistical Analysis of a Telephone Call Center: A Queueing-Science Perspective," Journal of the American Statistical Association, American Statistical Association, vol. 100, pages 36-50, March.
    2. Avramidis, Athanassios N. & Chan, Wyean & Gendreau, Michel & L'Ecuyer, Pierre & Pisacane, Ornella, 2010. "Optimizing daily agent scheduling in a multiskill call center," European Journal of Operational Research, Elsevier, vol. 200(3), pages 822-832, February.
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