Planning Number of Operators in Call Centre Using Infinite-Source Queuing Model with Varying Demand Intensity

Result code in IS VaVaI

<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F00216275%3A25310%2F17%3A39910810" target="_blank" >RIV/00216275:25310/17:39910810 - isvavai.cz</a>

Result on the web

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DOI - Digital Object Identifier

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Result language

angličtina

Original language name

Planning Number of Operators in Call Centre Using Infinite-Source Queuing Model with Varying Demand Intensity

Original language description

The article deals with the possibility of application of infinite-source queuing model in the organization, which provides a non-stop paid telephone information services to the public. Recently, more and more emphasis has been placed on building specialized centres that will be maximally tailored to the customer requirements. The implementation of these activities often requires high costs. Models of queueing theory are usually employed to determine the specific characteristics of the operator (service) system or to find the optimal performance of the system or number of operators. The basic problem of the surveyed call centre is to plan the number of operators per shift, possibly up to per an individual hour of the working day. The number of operators depends on the accuracy of customer demand forecasts. For this purpose, the available data were analysed and their systematic use was proposed in order to improve the short-term forecast of customer demand. The problem of taking mechanical conclusions from hypothesis tests without deeper substantive analysis is also discussed. To solve the problem, a variable demand model was constructed, including a proposal for financial calculations to optimize the number of operators per shift, which may be a real benefit in similar situations.

Czech name

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Czech description

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Type

D - Article in proceedings

CEP classification

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OECD FORD branch

10103 - Statistics and probability

Project

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Continuities

I - Institucionalni podpora na dlouhodoby koncepcni rozvoj vyzkumne organizace

Publication year

2017

Confidentiality

S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

Article name in the collection

CLC 2017 Carpathian logistics congres : proceedings

ISBN

978-80-87294-80-2

ISSN

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e-ISSN

neuvedeno

Number of pages

6

Pages from-to

282-287

Publisher name

TANGER, spol. s r.o.

Place of publication

Ostrava

Event location

Liptovský Ján

Event date

Jun 28, 2017

Type of event by nationality

EUR - Evropská akce

UT code for WoS article

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