论文信息 - Sustainable Service Level Agreements

Sustainable Service Level Agreements

Our paper provides a method to manage sustainable service levels in call centers. We defined a service level management process and a related capacity and workforce management that considers Erlang-A operational model for staffing levels. Based on such model, we compute the minimum sustainable price for a service contract based on the fixed service levels, and enable transparent pricing against a certified service level. The model has been implemented in a tool and are being tested in real call centers.

[1] R. Anthony,et al. Planning and Control Systems: A Framework for Analysis , 1965 .

[2] Elwood S. Buffa,et al. AN INTEGRATED WORK SHIFT SCHEDULING SYSTEM , 1976 .

[3] Zeynep Akşin,et al. The Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research , 2007 .

[4] Avishai Mandelbaum,et al. Statistical Analysis of a Telephone Call Center , 2005 .

[5] Ward Whitt,et al. Staffing of Time-Varying Queues to Achieve Time-Stable Performance , 2008, Manag. Sci..

[6] J. Whittlesey. Incomplete Gamma functions for evaluating Erlang process probabilities , 1963 .

[7] Noah Gans,et al. Call-Routing Schemes for Call-Center Outsourcing , 2007, Manuf. Serv. Oper. Manag..

[8] Avishai Mandelbaum,et al. Adaptive Behavior of Impatient Customers in Tele-Queues: Theory and Empirical Support , 2002, Manag. Sci..

[9] J. W. Wong. Technical Note - Response Time Distribution of the M/M/m/N Queueing Model , 1979, Oper. Res..

[10] Sergey Zeltyn,et al. Designing a Telephone Call Center with Impatient Customers , 2003 .

[11] Avishai Mandelbaum,et al. Telephone Call Centers: Tutorial, Review, and Research Prospects , 2003, Manuf. Serv. Oper. Manag..

[12] Avishai Mandelbaum,et al. Service Engineering in Action: The Palm/Erlang-A Queue, with Applications to Call Centers , 2007 .

[13] Avishai Mandelbaum,et al. Designing a Call Center with Impatient Customers , 2002, Manuf. Serv. Oper. Manag..