Title: An evaluation model for inbound call centres design

Authors: M. Teresa Gonzalez, Edward Pines

Addresses: Department of Industrial Engineering, New Mexico State University, P.O. Box 30001 MSC 4230 EC-III 201, Las Cruces, New Mexico 80003-8001, USA. ' Department of Industrial Engineering, New Mexico State University, P.O. Box 30001 MSC 4230 EC-III 201, Las Cruces, New Mexico 80003-8001, USA

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.

Keywords: contact centres; reward matrix; policy matrix; decision processes; inbound call centres; call centre design; telephone services; evaluation models; customer behaviour; performance; consumers; time allocation; customer demand; service utility; stochastic queuing systems; transition rates; customer value; serving times; productivity; TQM; total quality management; service sector.

DOI: 10.1504/IJPQM.2010.032958

International Journal of Productivity and Quality Management, 2010 Vol.5 No.4, pp.401 - 427

Available online: 05 May 2010 *

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