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

Kód výsledku v IS VaVaI

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Výsledek na webu

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DOI - Digital Object Identifier

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Jazyk výsledku

angličtina

Název v původním jazyce

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

Popis výsledku v původním jazyce

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.

Název v anglickém jazyce

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

Popis výsledku anglicky

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.

Druh

D - Stať ve sborníku

CEP obor

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OECD FORD obor

10103 - Statistics and probability

Projekt

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Návaznosti

I - Institucionalni podpora na dlouhodoby koncepcni rozvoj vyzkumne organizace

Rok uplatnění

2017

Kód důvěrnosti údajů

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

Název statě ve sborníku

CLC 2017 Carpathian logistics congres : proceedings

ISBN

978-80-87294-80-2

ISSN

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e-ISSN

neuvedeno

Počet stran výsledku

6

Strana od-do

282-287

Název nakladatele

TANGER, spol. s r.o.

Místo vydání

Ostrava

Místo konání akce

Liptovský Ján

Datum konání akce

28. 6. 2017

Typ akce podle státní příslušnosti

EUR - Evropská akce

Kód UT WoS článku

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