Performance Analysis and Optimization of Inbound Call Centers (Lecture Notes in Economics and Mathematical Systems)

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9783540008125: Performance Analysis and Optimization of Inbound Call Centers (Lecture Notes in Economics and Mathematical Systems)

The material presented in this book is a result of my work in the field of call center management during the period 1999-2002. The focus is on the perfor­ mance analysis and optimization of inbound call centers. Since call arrivals and call-handling times are often random in inbound call centers, this thesis concentrates on the performance analysis and optimization using queueing models. This book describes mathematical methods and algorithms to relate the number of agents and telephone trunks of a given call center configuration to technical as well as economic performance measures. This book has been accepted as a PhD thesis in Business Administration at the Technical University of Clausthal, Germany. I am indebted to many people for their support during the process of writing this thesis. First of all, I would like to thank my advisor, Prof. Dr. Stefan Helber, for motivating my research to call center related problems. He gently pushed me in fruitful directions and encouraged me to strike a balance between mathematical results and economic implications. Many other helpful suggestions came from him, and his constructive comments on draft versions of this book are invaluable. I am thankful to him and to Prof. Dr. Rolf Schwinn for refereeing this thesis.

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Book Description Book Condition: New. Publisher/Verlag: Springer, Berlin | The material presented in this book is a result of my work in the field of call center management during the period 1999-2002. The focus is on the perfor mance analysis and optimization of inbound call centers. Since call arrivals and call-handling times are often random in inbound call centers, this thesis concentrates on the performance analysis and optimization using queueing models. This book describes mathematical methods and algorithms to relate the number of agents and telephone trunks of a given call center configuration to technical as well as economic performance measures. This book has been accepted as a PhD thesis in Business Administration at the Technical University of Clausthal, Germany. I am indebted to many people for their support during the process of writing this thesis. First of all, I would like to thank my advisor, Prof. Dr. Stefan Helber, for motivating my research to call center related problems. He gently pushed me in fruitful directions and encouraged me to strike a balance between mathematical results and economic implications. Many other helpful suggestions came from him, and his constructive comments on draft versions of this book are invaluable. I am thankful to him and to Prof. Dr. Rolf Schwinn for refereeing this thesis. | 1 Introduction.- 2 Characterization of Inbound Call Centers.- 2.1 What is an Inbound Call Center?.- 2.2 Performance Measures and Objective Functions.- 2.2.1 Technical Performance Measures.- 2.2.2 Economic Performance Measures.- 2.2.3 Objective Functions for Operational Planning.- 2.3 Operational Personnel Planning in Inbound Call Centers.- 2.3.1 Main Tasks of Operational Personnel Planning.- 2.3.2 Call Forecasting.- 2.3.3 Weekly Personnel Scheduling.- 2.3.3.1 Current Planning Process in Practice.- 2.3.3.2 Agent Requirements Planning.- 2.3.3.3 Shift Scheduling and Rostering.- 2.3.3.4 A Simultaneous Planning Approach.- 3 Classification of Queueing Models of Inbound Call Centers.- 3.1 Characteristics of Queueing Models of Call Centers.- 3.2 Classification by Customers and Agents.- 3.2.1 Arrival Process.- 3.2.2 Waiting Behavior.- 3.2.3 Distribution of Service Time.- 3.2.4 Homogeneity of Customers and Agents.- 3.3 Routing Decisions in Call Centers.- 3.3.1 Overview.- 3.3.2 Customer Selection.- 3.3.3 Agent Selection.- 3.4 Limitation of the Waiting Room.- 3.5 Review of the Literature.- 3.5.1 Overview.- 3.5.2 Homogeneous Customers and Homogeneous Agents.- 3.5.3 Heterogeneous Customers and Heterogeneous Agents.- 3.5.3.1 Introduction of the M-Design.- 3.5.3.2 The M-Design with Priority-Based Routing Policies.- 3.5.3.3 Special Cases of the M-Design with Priority-Based Routing Policies.- 4 Queueing Models of Call Centers with Homogeneous Customers and Homogeneous Agents.- 4.1 Common Features.- 4.2 The M /M/c and M /M/c/K Queueing Models with Patient Customers.- 4.2.1 Description and Derivation of Performance Measures for the M /M/c/K Queueing Model.- 4.2.2 Description and Derivation of Performance Measures for the M /M/c/00 Queueing Model.- 4.2.3 Numerical Results.- 4.2.3.1 Impact of the Number of Trunks.- 4.2.3.2 Economies of Scale.- 4.2.3.3 Impact of Talk Time.- 4.2.3.4 Optimal Number of Agents and Trunks in Large Call Centers.- 4.3 An M /M/c/K Queueing Model with Impatient Customers.- 4.3.1 Model Description and Derivation of Performance Measures.- 4.3.2 Numerical Results.- 4.3.2.1 Impact of Customer Impatience: Reneging 8.- 4.3.2.2 Impact of Customer Impatience: Balking 8.- 4.3.2.3 Impact of Customer Impatience: Dependencies between Reneging and Balking 8.- 4.3.2.4 Optimal Number of Agents and the Impact of the Number of Trunks 9.- 4.4 Management Implications of the Numerical Results.- 5 Queueing Model of a Call Center with two Classes of Customers and Skill-Based Routing.- 5.1 Description of the Queueing System.- 5.2 Description of the State Space.- 5.2.1 Representation of the States.- 5.2.2 Division and Size of the State Space.- 5.3 Steady-State. Bookseller Inventory # K9783540008125

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Book Description Springer Apr 2003, 2003. Taschenbuch. Book Condition: Neu. Neuware - The material presented in this book is a result of my work in the field of call center management during the period 1999-2002. The focus is on the perfor mance analysis and optimization of inbound call centers. Since call arrivals and call-handling times are often random in inbound call centers, this thesis concentrates on the performance analysis and optimization using queueing models. This book describes mathematical methods and algorithms to relate the number of agents and telephone trunks of a given call center configuration to technical as well as economic performance measures. This book has been accepted as a PhD thesis in Business Administration at the Technical University of Clausthal, Germany. I am indebted to many people for their support during the process of writing this thesis. First of all, I would like to thank my advisor, Prof. Dr. Stefan Helber, for motivating my research to call center related problems. He gently pushed me in fruitful directions and encouraged me to strike a balance between mathematical results and economic implications. Many other helpful suggestions came from him, and his constructive comments on draft versions of this book are invaluable. I am thankful to him and to Prof. Dr. Rolf Schwinn for refereeing this thesis. 236 pp. Englisch. Bookseller Inventory # 9783540008125

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