Ein Prognose- und Simulationswerkzeug zur Unterstützung der kurzfristigen Personalbedarfsplanung in einem Call Center / A Forecasting and Simulation Tool for Personnel Requirement in a Call Center

Schuhr Roland ()
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Schuhr Roland: Schuhr, Wirtschaftswissenschaftliche Fakultät der Universität Leipzig, D-04109 Leipzig, Germany

Journal of Economics and Statistics (Jahrbuecher fuer Nationaloekonomie und Statistik), 2004, vol. 224, issue 1-2, 166-184

Abstract: Since call center services are labour-intensive, human resource planning is a critical management task in terms of service quality and operating costs. This paper introduces a planning software tool to support short-term human resource planning. It is designed to forecast the stream of inbound telephone calls and to simulate transaction processes in order to estimate the minimum number of call center agents, required to achieve service objectives at a future working day.

Keywords: Call Center; personnel requirement; forecasting; simulation; Call Center; Personalbedarfsplanung; Prognose; Simulation; Call Center; personnel requirement; forecasting; simulation (search for similar items in EconPapers)
Date: 2004
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Persistent link: https://EconPapers.repec.org/RePEc:jns:jbstat:v:224:y:2004:i:1-2:p:166-184

DOI: 10.1515/jbnst-2004-1-213

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