Advances in Services Innovations by Klaus-Peter Fähnrich, Thomas Meiren (auth.), Professor

By Klaus-Peter Fähnrich, Thomas Meiren (auth.), Professor Dr.-Ing. Dieter Spath, Professor Dr.-Ing. habil. Dipl.-Math. Klaus-Peter Fähnrich (eds.)

The ebook files the state of the art in providers technological know-how. It combines contributions in provider Engineering, carrier administration and repair advertising and marketing and is helping to increase a roadmap for destiny R & D actions in those fields. The e-book is written for researchers in engineering and management.

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Let the arrival rate vary from 40 to 230 calls per hour, in steps of 10, and the number of agents from 2 to 12. Then one can immediately produce a table that contains values of different performance measures for all combinations of the two input parameters. Probability to abandon Average wait Fig. 11. 4CallCenters. Advanced profiling Figure 11 shows the dependence of the probability to abandon and average wait on different number of agents. 1). In addition, the red curves on both plots in Fig. 11 illustrate Economies of Scale (EOS): while offered load per server remains constant along this The Palm/Erlang-A Queue, with Applications to Call Centers 35 O 2 , performance significantly improves as the number of agents innP 3 creases.

For example, assume that the average service time is equal to 4 minutes, and average patience is 5 minutes. Our goal is to calculate appropriate staffing levels for arrival-rate values that vary from 100 to 1200, in steps of 50. The performance targets are: x Probability to abandon less than 3%; x 80% of customers served within 20 seconds. Fig. 12 presents the screen output of 4CallCenters. Fig. 12. 4Callcenters. Advanced staffing queries The first plot of Fig. 13 displays the minimal staffing level that adheres to both goals.

We found the following to be a very useful definition: Empirical Patience Index  % served . % abandoned The empirical index is easily calculable since both the numbers of served and of abandoned calls are very easy to obtain from call-center reports. Fig. 16. Patience index – empirical vs. theoretical [10] 40 Avishai Mandelbaum, Sergey Zeltyn Figure 16 demonstrates how well the empirical patience index estimates the theoretical patience index for the Israeli bank data [10]. m. ) Under certain circumstances, one can explain the closeness of the theoretical and empirical indices [10].

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