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Optimization of a Call Centre Performance Using the Stochastic Queueing Models

Brezavšček Alenka () and Baggia Alenka ()
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Baggia Alenka: Faculty of Organizational Sciences, University of Maribor, Slovenia

Business Systems Research, 2014, vol. 5, issue 3, 6-18

Abstract: Background A call centre usually represents the first contact of a customer with a given company. Therefore, the quality of its service is of key importance. An essential factor of the call centre optimization is the determination of the proper number of operators considering the selected performance measure. Results of previous research show that this can be done using the queueing theory approach. Objectives: The paper presents the practical application of the stochastic queueing models aimed at optimizing a Slovenian telecommunication provider’s call centre.

Keywords: call centre; service quality; performance measure; optimization; stochastic queueing models (search for similar items in EconPapers)
Date: 2014
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Persistent link: https://EconPapers.repec.org/RePEc:bit:bsrysr:v:5:y:2014:i:3:p:6-18

DOI: 10.2478/bsrj-2014-0016

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