Telephone Call Centers¶
Gans, N., Koole, G., & Mandelbaum, A. (2003). Telephone Call Centers: Tutorial, Review, and Research Prospects. Manufacturing & Service Operations Management, 5(2), 79-141.
Cited by¶
3 citations across 3 artifacts.
Each citation links to the sentence it supports in the citing article.
Mechanisms¶
- Capacity Planning Model
- Using a staffing formula that accounts for arrival variability rather than a flat average, it sizes the support gap and recommends a buffer above the point estimate so a busier-than-forecast week does not immediately break the desk.
This sourceUses a staffing formula that accounts for arrival variability and recommends a buffer above average demand to protect service.
- Using a staffing formula that accounts for arrival variability rather than a flat average, it sizes the support gap and recommends a buffer above the point estimate so a busier-than-forecast week does not immediately break the desk.
- Staffing Intensity Band
- Contact-center rostering makes this quantitative through queueing models such as Erlang C
This sourceTreats call-center staffing as choosing agent counts against arrival-rate demand and service-level targets using Erlang-C-based queueing analysis.
- Contact-center rostering makes this quantitative through queueing models such as Erlang C
- Staffing to Demand
- Its strength is aligning the largest and most flexible service resource — people — to known demand rhythms, and in labor-driven services the mathematics is well understood: call centers size staff with Erlang C
This sourceExplains call-center use of Erlang C to combine arrival rate and expected service time with agent count when evaluating waiting-time service targets.
- Its strength is aligning the largest and most flexible service resource — people — to known demand rhythms, and in labor-driven services the mathematics is well understood: call centers size staff with Erlang C
Verification¶
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Does it back the claim? Not recorded. Neither this nor any other of the 3 citations of this work carries a recorded support check.
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Registry ID ref:b29f2b2b0a51 · see in the full table