An alternative method to model consumer behaviour in call centres, using Linear Expenditure System

M. Teresa Gonzalez-Simental and Edward Pines

International Journal of Industrial and Systems Engineering, 2006, vol. 1, issue 3, 333-356

Abstract: The implementation of call centres is becoming a popular strategy to improve organizations' operational performance. The research done in call centres has been concentrated mainly in the operations research field. However, this research has lacked an analytical study of consumers' behaviour along the call centre queue. Consumers, as integrated entities of the call centre system, have an autonomous behaviour that influences the system's performance. Thus, consumer behaviour needs to be studied as part of the call centre queuing system. The purpose of this paper is to explore the possible application of current demand theory as an alternative to study consumers' behaviour as active elements of call centres.

Keywords: operations research; linear expenditure system; LES; demand theory; consumer behaviour; call centre design; call centre improvement; operational performance; call centre queues; call centres. (search for similar items in EconPapers)
Date: 2006
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