Performance analysis and optimization of inbound call centers:
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| Main Author: | |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
Berlin u.a.
Springer
2003
|
| Series: | Lecture notes in economics and mathematical systems
528 |
| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Item Description: | Includes bibliographical references. - Zugl.: Clausthal, Techn. Univ., Diss. |
| Physical Description: | X, 219 S. graph. Darst. |
| ISBN: | 3540008128 |
Staff View
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| 245 | 1 | 0 | |a Performance analysis and optimization of inbound call centers |c Raik Stolletz |
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| 500 | |a Includes bibliographical references. - Zugl.: Clausthal, Techn. Univ., Diss. | ||
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| 650 | 7 | |a Callcenters |2 gtt | |
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Record in the Search Index
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| adam_text | Titel: Performance analysis and optimization of inbound call centers
Autor: Stolletz, Raik
Jahr: 2003
Contents
Introduction............................................... 1
Characterization of Inbound Call Centers.................. 3
2.1 What is an Inbound Call Center?.......................... 3
2.2 Performance Measures and Objective Functions............. 5
2.2.1 Technical Performance Measures.................... 5
2.2.2 Economic Performance Measures.................... 8
2.2.3 Objective Functions for Operational Planning......... 11
2.3 Operational Personnel Planning in Inbound Call Centers..... 12
2.3.1 Main Tasks of Operational Personnel Planning........ 12
2.3.2 Call Forecasting................................... 13
2.3.3 Weekly Personnel Scheduling ....................... 15
2.3.3.1 Current Planning Process in Practice......... 15
2.3.3.2 Agent Requirements Planning............... 16
2.3.3.3 Shift Scheduling and Rostering.............. 18
2.3.3.4 A Simultaneous Planning Approach.......... 19
Classification of Queueing Models of Inbound Call Centers 21
3.1 Characteristics of Queueing Models of Call Centers.......... 21
3.2 Classification by Customers and Agents.................... 22
3.2.1 Arrival Process.................................... 22
3.2.2 Waiting Behavior.................................. 23
3.2.3 Distribution of Service Time........................ 24
3.2.4 Homogeneity of Customers and Agents............... 26
3.3 Routing Decisions in Call Centers......................... 28
3.3.1 Overview......................................... 28
3.3.2 Customer Selection................................ 29
3.3.3 Agent Selection................................... 31
3.4 Limitation of the Waiting Room........................... 32
3.5 Review of the Literature ................................. 37
3.5.1 Overview......................................... 37
VIII Contents
3.5.2 Homogeneous Customers and Homogeneous Agents .... 37
3.5.3 Heterogeneous Customers and Heterogeneous Agents . . 40
3.5.3.1 Introduction of the M-Design............... 40
3.5.3.2 The M-Design with Priority-Based Routing
Policies................................... 40
3.5.3.3 Special Cases of the M-Design with
Priority-Based Routing Policies.............. 43
4 Queueing Models of Call Centers with Homogeneous
Customers and Homogeneous Agents...................... 47
4.1 Common Features....................................... 47
4.2 The M/M/c and M/M/c/K Queueing Models with Patient
Customers.............................................. 49
4.2.1 Description and Derivation of Performance Measures
for the M/M/c/K Queueing Model.................. 49
4.2.2 Description and Derivation of Performance Measures
for the M/M/c/oo Queueing Model.................. 53
4.2.3 Numerical Results................................. 55
4.2.3.1 Impact of the Number of Trunks............. 55
4.2.3.2 Economies of Scale......................... 61
4.2.3.3 Impact of Talk Time....................... 68
4.2.3.4 Optimal Number of Agents and Trunks in
Large Call Centers......................... 70
4.3 An M/M/c/K Queueing Model with Impatient Customers ... 74
4.3.1 Model Description and Derivation of Performance
Measures......................................... 74
4.3.2 Numerical Results................................. 82
4.3.2.1 Impact of Customer Impatience: Reneging .... 82
4.3.2.2 Impact of Customer Impatience: Balking...... 87
4.3.2.3 Impact of Customer Impatience:
Dependencies between Reneging and Balking .. 88
4.3.2.4 Optimal Number of Agents and the Impact
of the Number of Trunks ................... 90
4.4 Management Implications of the Numerical Results.......... 96
5 Queueing Model of a Call Center with two Classes of
Customers and Skill-Based Routing........................ 97
5.1 Description of the Queueing System ....................... 97
5.2 Description of the State Space............................101
5.2.1 Representation of the States........................101
5.2.2 Division and Size of the State Space.................103
5.3 Steady-State Equations ..................................106
5.3.1 Steady-State Equations for States with Waiting A-
and B-Customers..................................108
Contents IX
5.3.2 Steady-State Equations for States with Waiting A-
and without Waiting B-Customers...................Ill
5.3.3 Steady-State Equations for States with Waiting B-
and without Waiting A-Customers...................113
5.3.4 Steady-State Equations for States without Waiting
Customers........................................114
5.4 Determination of Performance Measures....................116
5.4.1 Solution of the Steady-State Equations...............116
5.4.2 Derivation of Technical Performance Measures........119
5.4.3 Validation of the Derivation for Special Cases.........124
5.5 Numerical Results.......................................128
5.5.1 Impact of Flexible Agents: Effects of Priority-Based
Customer Selection and Pooling.....................129
5.5.1.1 Impact of Priority-Based Customer Selection . . 129
5.5.1.2 Comparison of Call Centers with Completely
Crosstrained or Completely Specialized Agents 134
5.5.1.3 Advantages of Adding Generalists Instead of
Specialists................................141
5.5.2 Impact of the Processing Times of Generalists ........145
5.5.3 Impact of the Allocation of Trunks..................149
5.5.4 Impact of the Allocation of a Fixed Number of Agents . 154
5.5.4.1 Identically Distributed Processing Times for
Specialists and Generalists..................154
5.5.4.2 Different Processing Times for Generalists
and Specialists............................159
5.6 Management Implications of the Numerical Results..........163
6 Conclusions and Suggestions for Further Research.........165
A Algorithms for Call Center Models with Homogeneous
Customers and Agents.....................................167
A.l Computations for the M/M/c/K Model with Patient
Customers..............................................167
A.2 Computations for the M/M/c/oo Model with Patient
Customers..............................................170
A.3 Computations for the M/M/c/K Model with Impatient
Customers..............................................171
A.3.1 Computation of Steady-State Probabilities............171
A.3.2 Computation of the Waiting Time Distributions.......173
B Appendix for the Queueing Model of a Call Center with
two Classes of Customers and Skill-Based Routing.........179
B.l Derivation of the Number of States .......................179
B.2 Derivation of the Remaining Steady-State Equations.........182
X Contents
B.2.1 Steady-State Equations for States with Waiting A-
and without Waiting B-Customers...................182
B.2.2 Steady-State Equations for States with Waiting B-
and without Waiting A-Customers...................185
B.2.3 Steady-State Equations for States without Waiting
Customers........................................188
B.3 Algorithms Used for Performance Analysis..................193
B.3.1 Description of Data Structures and Algorithms........193
B.3.2 Behavior of the Algorithm..........................200
Glossary of Notation ..........................................203
List of Figures.................................................205
List of Tables..................................................211
References.....................................................213
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| spelling | Stolletz, Raik Verfasser aut Performance analysis and optimization of inbound call centers Raik Stolletz Berlin u.a. Springer 2003 X, 219 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier Lecture notes in economics and mathematical systems 528 Includes bibliographical references. - Zugl.: Clausthal, Techn. Univ., Diss. Algoritmen gtt Callcenters gtt Mathematische programmering gtt Prestatiebeoordeling gtt Wachttijdproblemen gtt Mathematisches Modell Call centers Management Call centers Mathematical models Leistungsbewertung (DE-588)4167271-9 gnd rswk-swf Warteschlangentheorie (DE-588)4255044-0 gnd rswk-swf Callcenter (DE-588)4456666-9 gnd rswk-swf (DE-588)4113937-9 Hochschulschrift gnd-content Callcenter (DE-588)4456666-9 s Leistungsbewertung (DE-588)4167271-9 s Warteschlangentheorie (DE-588)4255044-0 s DE-604 Lecture notes in economics and mathematical systems 528 (DE-604)BV000000036 528 HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=010248027&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Stolletz, Raik Performance analysis and optimization of inbound call centers Lecture notes in economics and mathematical systems Algoritmen gtt Callcenters gtt Mathematische programmering gtt Prestatiebeoordeling gtt Wachttijdproblemen gtt Mathematisches Modell Call centers Management Call centers Mathematical models Leistungsbewertung (DE-588)4167271-9 gnd Warteschlangentheorie (DE-588)4255044-0 gnd Callcenter (DE-588)4456666-9 gnd |
| subject_GND | (DE-588)4167271-9 (DE-588)4255044-0 (DE-588)4456666-9 (DE-588)4113937-9 |
| title | Performance analysis and optimization of inbound call centers |
| title_auth | Performance analysis and optimization of inbound call centers |
| title_exact_search | Performance analysis and optimization of inbound call centers |
| title_full | Performance analysis and optimization of inbound call centers Raik Stolletz |
| title_fullStr | Performance analysis and optimization of inbound call centers Raik Stolletz |
| title_full_unstemmed | Performance analysis and optimization of inbound call centers Raik Stolletz |
| title_short | Performance analysis and optimization of inbound call centers |
| title_sort | performance analysis and optimization of inbound call centers |
| topic | Algoritmen gtt Callcenters gtt Mathematische programmering gtt Prestatiebeoordeling gtt Wachttijdproblemen gtt Mathematisches Modell Call centers Management Call centers Mathematical models Leistungsbewertung (DE-588)4167271-9 gnd Warteschlangentheorie (DE-588)4255044-0 gnd Callcenter (DE-588)4456666-9 gnd |
| topic_facet | Algoritmen Callcenters Mathematische programmering Prestatiebeoordeling Wachttijdproblemen Mathematisches Modell Call centers Management Call centers Mathematical models Leistungsbewertung Warteschlangentheorie Callcenter Hochschulschrift |
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