Erfolgszielorientierte Agentenallokation in Inbound Call-Centern

Stefan Helber, Raik Stolletz and Sophie Bothe
Additional contact information
Stefan Helber: Universität Hannover
Raik Stolletz: Universität Hannover

Schmalenbach Journal of Business Research, 2005, vol. 57, issue 1, 3-32

Abstract: Summary The management of an inbound call center has to make agent staffing decisions in order to deal with highly dynamic rates of incoming calls. A common approach in practice is to determine the smallest number of agents per 30-minute interval in isolation such that some measure of the caller’s waiting time does not exceed a given limit. In this paper we follow a profit-maximizing approach and study the problem to allocate the total agent capacity over a longer planning horizon to minimize costs in the presence of an aggregate service constraint for a support call center and to maximize profits for both a sales and a service call center. The analysis of the numerical results indicates that in a profit-maximizing solution the service quality is time-dependent.

Keywords: R39; Agent Allocation; Call-Center; Erlang-C-Model; Agenteneinsatz; Call-Center; Erlang-C-Modell; Kundenbetreuung; Personalbedarfsermittlung; Service-Rufnummern (search for similar items in EconPapers)
Date: 2005
References: View references in EconPapers View complete reference list from CitEc
Citations:

Downloads: (external link)
http://link.springer.com/10.1007/BF03372759 Abstract (text/html)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:sjobre:v:57:y:2005:i:1:d:10.1007_bf03372759

Ordering information: This journal article can be ordered from
https://www.springer.com/journal/41471

DOI: 10.1007/BF03372759

Access Statistics for this article

More articles in Schmalenbach Journal of Business Research from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().