Stochastic Models of Customer Portfolio Management in Call Centers

Oualid Jouini (), Yves Dallery () and Rabie Nait-Abdallah ()
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Oualid Jouini: Ecole Centrale Paris
Yves Dallery: Ecole Centrale Paris
Rabie Nait-Abdallah: Bouygues Telecom

A chapter in Operations Research Proceedings 2004, 2005, pp 59-66 from Springer

Abstract: Abstract We investigate the interest of migrating from a call center where all agents are pooled and customers are treated indifferently by any agent, towards a call center where customers are grouped into clusters with dedicated teams of agents. Each cluster will be called a portfolio. Customers of a same portfolio are always served by an agent of the corresponding team. There is no specialization involved in this organization in the sense that all customer portfolios as well as all agents teams have (statistically) identical behaviors. The purpose of this paper is to investigate how the benefits of moving to this new organization in terms of the management of the workforce can outweigh its drawback that comes from the increasing of variability.

Keywords: Arrival Rate; Service Rate; Call Center; Service Time Distribution; Wait Time Distribution (search for similar items in EconPapers)
Date: 2005
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DOI: 10.1007/3-540-27679-3_8

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