Stochastic Models of Customer Portfolio Management in Call Centers - Archive ouverte HAL Accéder directement au contenu
Autre Publication Scientifique Année : 2004

Stochastic Models of Customer Portfolio Management in Call Centers

Oualid Jouini
Yves Dallery

Résumé

We investigate the interest of migrating from a call center where all agents are pooled and customers are treated indifferently by any agent, towards a call center where customers are grouped into clusters with dedicated teams of agents. Each cluster will be called a portfolio. Customers of a same portfolio are always served by an agent of the corresponding team. There is no specialization involved in this organization in the sense that all customer portfolios as well as all agents teams have (statistically) identical behaviors. The purpose of this paper is to investigate how the benefits of moving to this new organization in terms of the management of the workforce can outweigh its drawback that comes from the increasing of variability.
Fichier non déposé

Dates et versions

hal-00113302 , version 1 (12-11-2006)

Identifiants

  • HAL Id : hal-00113302 , version 1

Citer

Oualid Jouini, Yves Dallery. Stochastic Models of Customer Portfolio Management in Call Centers. 2004. ⟨hal-00113302⟩
58 Consultations
0 Téléchargements

Partager

Gmail Facebook X LinkedIn More