Right sizing customer care: An approach for sustainable service level agreements

Thiago Barroero, Gianmario Motta, Marco Luigi Della Vedova

Research output: Chapter in Book/Report/Conference proceedingConference contribution

3 Citations (Scopus)

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.
Original languageEnglish
Title of host publicationProceedings - 2011 International Joint Conference on Service Sciences, IJCSS 2011
Pages40-43
Number of pages4
DOIs
Publication statusPublished - 2011
Event2011 International Joint Conference on Service Sciences, IJCSS 2011 - Taipei; Taiwan
Duration: 25 May 201127 May 2011

Conference

Conference2011 International Joint Conference on Service Sciences, IJCSS 2011
CityTaipei; Taiwan
Period25/5/1127/5/11

Keywords

  • Call centers
  • Erlang C
  • Gamma distribution
  • Performance management
  • Quality of service
  • Queueing model
  • Service level management

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