Conclusions and Suggestions for Further Research
In this thesis we have analyzed both the technical and the economic performance of differently designed inbound call centers using Markov queueing models. We showed that the performance of an inbound call center depends on several parameters, which are re
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Founding Editors: M.Beckmann H. P. Kiinzi Managing Editors: Prof. Dr. G. Fandel Fachbereich Wirtschaftswissenschaften Fernuniversitat Hagen Feithstr. 140lAVZ II, 58084 Hagen, Germany Prof. Dr. W. Trockel Institut fiir Mathematische Wirtschaftsforschung (IMW) Universitat Bielefeld Universitatsstr. 25,33615 Bielefeld, Germany Co-Editors:
C. D. Aliprantis Editorial Board: A. Basile, A. Drexl, G. Feichtinger, W. Giith, K. Inderfurth, P. Korhonen, W. Kiirsten, U. Schittko, P. SchOnfeld, R. Seiten, R. Steuer, F. Vega-Redondo
Springer-Verlag Berlin Heidelberg GmbH
Raik Stolletz
Performance Analysis and Optimization of Inbound Call Centers
Springer
Author Raik Stolletz Technical University of Clausthal Institute of Business Administration and Economics Julius-Albert-StraBe 2 38678 Clausthal-Zellerfeld
Cataloging-in-Publication Data applied for A catalog record for this book is available from the Library of Congress. Bibliographic information published by Die Deutsche Bibliothek Die Deutsche Bibliothek lists this publication in the Deutsche Nationalbibliografie; detailed bibliographic data is available in the Internet at http://dnb.ddb.de
ISSN 0075-8450 ISBN 978-3-540-00812-5 ISBN 978-3-642-55506-0 (eBook) DOI 10.1007/978-3-642-55506-0 This work is subject to copyright. AII rights are reserved, whether the whole or part of the material is concemed, specificalIy the rights of translation, reprinting, re-use of illustrations, recitation, broadcasting, reproduction on microfilms or in any other way, and storage in data banks. Duplication of this publication or parts thereof is permitted only under the provisions of the German Copyright Law of September 9, 1965, in its current version, and permission for use must always be obtained from Springer-Verlag. Violations are liable for prosecution under the German Copyright Law.
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Preface
The material presented in this book is a result of my work in the field of call center management during the period 1999-2002. The focus is on the performance analysis and optimization of inbound call centers. Since call arrivals and call-handling times are often random in inbound call centers, this thesis concentrates on the performance analysis and optimization using queueing models. This book describes mathematical methods and algorithms to relate the number of agents and telephone trunks of a given call center configuration to technical as well as economic performance measures. This book has been accepted as a PhD thesis in Business Administration at the T
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