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.
Barroero, T., Motta, G., Della Vedova, M. L., Right sizing customer care: An approach for sustainable service level agreements, Paper, in Proceedings - 2011 International Joint Conference on Service Sciences, IJCSS 2011, (Taipei; Taiwan, 25-27 May 2011), IEEE, New York 2011: 40-43. 10.1109/IJCSS.2011.16 [http://hdl.handle.net/10807/60358]
Right sizing customer care: An approach for sustainable service level agreements
Della Vedova, Marco Luigi
2011
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.
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