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Performance Analysis and Optimization of Inbound Call Centers

  • Book
  • © 2003

Overview

Authors:
  1. Raik Stolletz

    1. Institute of Business Administration and Economics, Technical University of Clausthal, Clausthal-Zellerfeld, Germany

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Part of the book series: Lecture Notes in Economics and Mathematical Systems (LNE, volume 528)

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Table of contents (6 chapters)

  1. Front Matter

    Pages I-X
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  2. Introduction

    • Raik Stolletz
    Pages 1-2

  3. Characterization of Inbound Call Centers

    • Raik Stolletz
    Pages 3-20

  4. Classification of Queueing Models of Inbound Call Centers

    • Raik Stolletz
    Pages 21-46

  5. Queueing Models of Call Centers with Homogeneous Customers and Homogeneous Agents

    • Raik Stolletz
    Pages 47-96

  6. Queueing Model of a Call Center with two Classes of Customers and Skill-Based Routing

    • Raik Stolletz
    Pages 97-163

  7. Conclusions and Suggestions for Further Research

    • Raik Stolletz
    Pages 165-166

  8. Back Matter

    Pages 167-222
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Keywords

About this book

The material presented in this book is a result of my work in the field of call center management during the period 1999-2002. The focus is on the perfor­ mance analysis and optimization of inbound call centers. Since call arrivals and call-handling times are often random in inbound call centers, this thesis concentrates on the performance analysis and optimization using queueing models. This book describes mathematical methods and algorithms to relate the number of agents and telephone trunks of a given call center configuration to technical as well as economic performance measures. This book has been accepted as a PhD thesis in Business Administration at the Technical University of Clausthal, Germany. I am indebted to many people for their support during the process of writing this thesis. First of all, I would like to thank my advisor, Prof. Dr. Stefan Helber, for motivating my research to call center related problems. He gently pushed me in fruitful directions and encouraged me to strike a balance between mathematical results and economic implications. Many other helpful suggestions came from him, and his constructive comments on draft versions of this book are invaluable. I am thankful to him and to Prof. Dr. Rolf Schwinn for refereeing this thesis.

Authors and Affiliations

  • Institute of Business Administration and Economics, Technical University of Clausthal, Clausthal-Zellerfeld, Germany

    Raik Stolletz

Bibliographic Information

  • Book Title: Performance Analysis and Optimization of Inbound Call Centers

  • Authors: Raik Stolletz

  • Series Title: Lecture Notes in Economics and Mathematical Systems

  • DOI: https://doi.org/10.1007/978-3-642-55506-0

  • Publisher: Springer Berlin, Heidelberg

  • eBook Packages: Springer Book Archive

  • Copyright Information: Springer-Verlag Berlin Heidelberg 2003

  • Softcover ISBN: 978-3-540-00812-5Published: 17 April 2003

  • eBook ISBN: 978-3-642-55506-0Published: 06 December 2012

  • Series ISSN: 0075-8442

  • Series E-ISSN: 2196-9957

  • Edition Number: 1

  • Number of Pages: X, 219

  • Number of Illustrations: 21 b/w illustrations

  • Topics: Operations Research/Decision Theory, Operations Management

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