Title: An alternative method to model consumer behaviour in call centres, using Linear Expenditure System
Author: M. Teresa Gonzalez-Simental, Edward Pines
Department of Industrial Engineering, New Mexico State University, P.O. Box 30001, MSC 4230-EC III 201, Las Cruces, NM 88003 8001, USA.
Department of Industrial Engineering, New Mexico State University, P.O. Box 30001, MSC 4230-EC III 201, Las Cruces, NM 88003 8001, USA
Abstract: The implementation of call centres is becoming a popular strategy to improve organizations' operational performance. The research done in call centres has been concentrated mainly in the operations research field. However, this research has lacked an analytical study of consumers' behaviour along the call centre queue. Consumers, as integrated entities of the call centre system, have an autonomous behaviour that influences the system's performance. Thus, consumer behaviour needs to be studied as part of the call centre queuing system. The purpose of this paper is to explore the possible application of current demand theory as an alternative to study consumers' behaviour as active elements of call centres.
Keywords: operations research; linear expenditure system; LES; demand theory; consumer behaviour; call centre design; call centre improvement; operational performance; call centre queues; call centres.
Int. J. of Industrial and Systems Engineering, 2006 Vol.1, No.3, pp.333 - 356
Available online: 12 May 2006