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 language | English |
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Title of host publication | Proceedings - 2011 International Joint Conference on Service Sciences, IJCSS 2011 |
Pages | 40-43 |
Number of pages | 4 |
DOIs | |
Publication status | Published - 2011 |
Event | 2011 International Joint Conference on Service Sciences, IJCSS 2011 - Taipei; Taiwan Duration: 25 May 2011 → 27 May 2011 |
Conference
Conference | 2011 International Joint Conference on Service Sciences, IJCSS 2011 |
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City | Taipei; Taiwan |
Period | 25/5/11 → 27/5/11 |
Keywords
- Call centers
- Erlang C
- Gamma distribution
- Performance management
- Quality of service
- Queueing model
- Service level management