An evaluation model for inbound call centres design
by M. Teresa Gonzalez, Edward Pines
International Journal of Productivity and Quality Management (IJPQM), Vol. 5, No. 4, 2010

Abstract: As customer behaviour influences effective call centre performance, this study suggests an approach to evaluate the design of inbound call centre systems. The study analyses the elements interacting in inbound call centres and means by which consumers allocate their time. First, this study analyses the system measuring the value of the services in functions of customer's demand and service utility. Simultaneously, it assesses call centre performance as a stochastic queuing system upon transition rates. Subsequently both assessments are combined to create an optimum policy matrix that contains the maximum value in terms of customer value and serving times. The benefits of designing more effective call centres systems should be reflected in achieving a better call centre performance.

Online publication date: Wed, 05-May-2010

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