NDLI: Call center scheduling technology evaluation using simulation

Content Provider	IEEE Xplore Digital Library
Author	Gulati, S. Malcolm, S.A.
Copyright Year	2001
Description	Author affiliation: Operations Res. Program, Delaware Univ., Newark, DE, USA (Gulati, S.)
Abstract	Telemarketers, direct marketing agencies, collection agencies and others whose primary means of customer contact is via the telephone invest considerable sums of money to make the calling operation efficient and productive. Investments are required in human resources, infrastructure and technology. Having invested the dollars, businesses want to ensure that value is maximized. Call scheduling algorithms provide an efficient method to maximize customer contact. However, management at a large, national credit-card bank was not convinced that the software used to schedule calls was providing an adequate level of service. Simulation studies showed that management was justified in this assumption. The study also revealed that process improvement opportunities exist, which if implemented would likely produce the desired performance improvements.
Starting Page	1438
Ending Page	1442
File Size	466732
Page Count	5
File Format	PDF
ISBN	0780373073
DOI	10.1109/WSC.2001.977467
Language	English
Publisher	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Publisher Date	2001-12-09
Publisher Place	USA
Access Restriction	Subscribed
Rights Holder	Winter Simulation Conf. Board of Dir.
Subject Keyword	Availability Resource management Scheduling algorithm Linear programming Operations research Telephony Investments Humans Customer service Algorithm design and analysis
Content Type	Text
Resource Type	Article

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