Assessing and improving performance for a small contact centre
by Lifang Wu
International Journal of Services, Economics and Management (IJSEM), Vol. 10, No. 2, 2019

Abstract: Contact centres are an increasingly important part of today's economy and most of the contact centres in the USA are small ones employing less than 100 agents. This paper provides a case study of applying quantitative techniques to improve operations performance for a small contact centre affiliated with a water plant in the USA. By establishing a regression-adjusted queuing model-based virtual benchmarking contact centre, the research focuses on investigating efficiency losses the small contact centre was facing. The study suggests that the overwhelming majority of the efficiency loss at the small contact centre was related to agent shrinkage (unavailable while logged-in or did not log-in). Surprisingly, forecasting and scheduling errors only resulted in a fairly small portion of the overall efficiency loss, which contradicts the traditional belief of 'scheduling dominating call centre performance'. The article offers managerial insights catering to these small contact centres which can help them eliminate waste, reduce operating costs and improve service quality.

Online publication date: Fri, 19-Jul-2019

The full text of this article is only available to individual subscribers or to users at subscribing institutions.

Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.

Pay per view:
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.

Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Services, Economics and Management (IJSEM):
Login with your Inderscience username and password:

    Username:        Password:         

Forgotten your password?

Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.

If you still need assistance, please email