منابع مشابه
Dimensioning an Inbound Call Center Using Constraint Programming
One of the critical problems in the call center industries is the staffing problem since they must face variable demands and because staff costs represent a major part of the costs of this industry. The problem of dimensioning a call center is modeled as a particular scheduling problem, where the objective is to minimize the weighted number of resources needed to perform the jobs. We present in...
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Accurate forecasting of call arrivals is critical for staffing and scheduling of a telephone call center. We develop methods for day-to-day and dynamic within-day forecasting of incoming call volumes. Our approach is to treat the intra-day call volume profiles as a highdimensional vector time series. We propose to first reduce the dimensionality by singular value decomposition of the matrix of ...
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We evaluate alternative time series methods for forecasting future call volumes in call centers. Our methods take into account both interday (day-to-day) and intraday (within day) dependence structures, and allow for real-time dynamic updates. We also propose a new model which exploits correlations between the arrival processes of two separate queues, leading to more accurate forecasts. We desc...
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Companies may choose to outsource parts, but not all, of their call-center operations. In the course of studying contact centers in the telecommunications and financial services industries, we have observed the following (apparently) common scheme. A company classifies its customers as high or low-value, serving the former with their " in house " operations and routing the latter to an outsourc...
متن کاملCall-Routing Schemes for Call-Center Outsourcing
This paper considers four schemes for routing low-value calls between the client company and the outsourcer. These schemes vary in the complexity of their routing algorithms, as well as the sophistication of the telephone and information technology infrastructure they require of the two operations. For three of these schemes, we provide a direct characterization of system performance. For the f...
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ژورنال
عنوان ژورنال: Undergraduate Journal of Mathematical Modeling: One + Two
سال: 2013
ISSN: 2326-3652
DOI: 10.5038/2326-3652.2.1.7