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

Thiago Barroero; Gianmario Motta; Marco Luigi Della Vedova

doi:10.1109/IJCSS.2011.16

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

Thiago Barroero, Gianmario Motta, Marco Luigi Della Vedova

Università Cattolica del Sacro Cuore

University of Pavia

Risultato della ricerca: Contributo in libro › Contributo a convegno

3 Citazioni (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.

Lingua originale	English
Titolo della pubblicazione ospite	Proceedings - 2011 International Joint Conference on Service Sciences, IJCSS 2011
Pagine	40-43
Numero di pagine	4
DOI	https://doi.org/10.1109/IJCSS.2011.16
Stato di pubblicazione	Pubblicato - 2011
Evento	2011 International Joint Conference on Service Sciences, IJCSS 2011 - Taipei; Taiwan Durata: 25 mag 2011 → 27 mag 2011

Convegno

Convegno	2011 International Joint Conference on Service Sciences, IJCSS 2011
Città	Taipei; Taiwan
Periodo	25/5/11 → 27/5/11

Keywords

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

Accesso al documento

10.1109/IJCSS.2011.16

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title = "Right sizing customer care: An approach for sustainable service level agreements",

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.",

keywords = "Call centers, Erlang C, Gamma distribution, Performance management, Quality of service, Queueing model, Service level management, Call centers, Erlang C, Gamma distribution, Performance management, Quality of service, Queueing model, Service level management",

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year = "2011",

doi = "10.1109/IJCSS.2011.16",

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AU - Motta, Gianmario

AU - Della Vedova, Marco Luigi

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N2 - 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.

AB - 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.

KW - Call centers

KW - Erlang C

KW - Gamma distribution

KW - Performance management

KW - Quality of service

KW - Queueing model

KW - Service level management

KW - Call centers

KW - Erlang C

KW - Gamma distribution

KW - Performance management

KW - Quality of service

KW - Queueing model

KW - Service level management

UR - http://hdl.handle.net/10807/60358

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DO - 10.1109/IJCSS.2011.16

M3 - Conference contribution

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BT - Proceedings - 2011 International Joint Conference on Service Sciences, IJCSS 2011

T2 - 2011 International Joint Conference on Service Sciences, IJCSS 2011

Y2 - 25 May 2011 through 27 May 2011

ER -

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

Abstract

Convegno

Keywords

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