Performance Analysis and Optimization of Inbound Call Centers

Many call centers are of Type-IV, i.e., agents as well as customers are heterogeneous. Special cases of inbound call centers with heterogeneous customers ...

Author: Raik Stolletz

Publisher: Springer Science & Business Media

ISBN: 3642555063

Category: Business & Economics

Page: 219

View: 548

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.

Call Center Performance Enhancement Using Simulation and Modeling

This guide provides managers with an understanding of the role, value and practical deployment of simulation in the planning, management and analysis of call centres.

Author: Jon Anton

Publisher: Purdue University Press

ISBN: 9781557531827

Category: Business & Economics

Page: 134

View: 532

The management and design of call centres is increasing in complexity due to advancing technology and rising customer expectations. This guide provides managers with an understanding of the role, value and practical deployment of simulation in the planning, management and analysis of call centres.

Call Centers For Dummies

In addition, this new edition addresses many industry changes, such as the new technology that's transforming today's call center and the location-neutral call center.

Author: Real Bergevin

Publisher: John Wiley & Sons

ISBN: 9780470678404

Category: Business & Economics

Page: 384

View: 692

Tips on making your call center a genuine profit center In North America, call centers are a $13 billion business, employing 4 million people. For managers in charge of a call center operation, this practical, user-friendly guide outlines how to improve results measurably, following its principles of revenue generation, efficiency, and customer satisfaction. In addition, this new edition addresses many industry changes, such as the new technology that's transforming today's call center and the location-neutral call center. It also helps readers determine whether it's cost-efficient to outsource operations and looks at the changing role and requirements of agents. The ultimate call center guide, now revised and updated The authors have helped over 60 companies improve the efficiency and effectiveness of their call center operations Offers comprehensive guidance for call centers of all sizes, from 20-person operations to multinational businesses With the latest edition of Call Centers For Dummies, managers will have an improved arsenal of techniques to boost their center's bottom line.

Comdex Call Center Training Course Kit With Cd

Inbound call center An inbound a call center specializes in handling calls from customers . The agents of an inbound call center are supposed to answer ...

Author: Vikas Gupta

Publisher: Dreamtech Press

ISBN: 9788177223453

Category:

Page: 376

View: 976

Comdex Call Centre Training Kit is a revolutionary 3-stage self learning system that covers the contents in sessions to give the readers a comprehensive exposure to the world of Call Centers. These sessions help to initiate call center skills and further sharpen the acquired skills for becoming a seasoned call center executive. The book contains a CD running an Accent Training Software. Such an approach aids in finding any possible mismatch of acquired and desired skills. It helps to practice hard on those areas.

Call Center Management on Fast Forward

This is the only book available today that provides a very readable, step-by-step guide for managing an incoming call center.

Author: Brad Cleveland

Publisher: ICMI Inc.

ISBN: 9780965909303

Category: Business & Economics

Page: 281

View: 630

This is the only book available today that provides a very readable, step-by-step guide for managing an incoming call center. The book combines theory with practical advice and is filled with over 100 charts and graphs, several case studies and an extensive glossary and index. Readers will learn how to: achieve service level with quality in an era of more transactions, growing complexity and heightened caller expectations; understand the "how" behind best practices; boost caller satisfaction; win top management's support; and discover what separates a good call center from a great one.

Customer Service Call Center Jobs from Home What Is a Call Center and Outsourcing and Telemarketing Call Center Services for Beginners

Call centers have been the human crossing point for years in several areas including order-taking, catalog sales, post-sale service, and telephone solicitation.

Author: Sharon Copeland, Malibu Publishing

Publisher: Lulu Press, Inc

ISBN: 1300988169

Category: Business & Economics

Page:

View: 132

Call centers have been the human crossing point for years in several areas including order-taking, catalog sales, post-sale service, and telephone solicitation. With the booming of e-commerce, call centers are becoming more important since they play roles in organizations without the need for other physical presence or human contact. Nowadays, customer services have taken many forms. Consumers expect that they will be able to obtain the same quality of services and answers through whatever medium convenient for them; e-mail sending, filling out forms, telephone calls or even through online services. So, what are the requirements of establishing a customer service call center or finding a job as a call center agent? To answer that question, exploring the elements, connections, and overall skills involved is necessary.

Call Center Continuity Planning

All calls are rerouted to Call Center A. THK KI. ... Two are regular inbound call centers doing direct telemarketing for your company manufactured products.

Author: Jim Rowan

Publisher: CRC Press

ISBN: 9781420048100

Category: Computers

Page: 442

View: 299

A disruption in your call center operation can conceivably cost you hundreds of thousands of dollars. And multiple disruptions can cost in the millions. Call Center Continuity Planning shows you how to plan for - and avoid - service interruptions through disasters large and small. This book will show you how to deal with everything from power outag

Building Call Center Culture

Building Call Center Culture is a complete management book for every team lead, supervisor, manager and senior executive that supervises outbound and inbound sales and customer service contact centers.

Author: Dan Coen

Publisher: Dcd Pub

ISBN: 9780966043624

Category: Business & Economics

Page: 201

View: 445

Building Call Center Culture is a complete management book for every team lead, supervisor, manager and senior executive that supervises outbound and inbound sales and customer service contact centers. It stands out in two distinct ways from many other management books. First, Building Call Center Culture focuses entirely on managing the unique culture and environment that is a call center and customer contact center. Second, it is dedicated to the people-to-people side of the call center. People count, motivation matters and creating a world class communication culture is critical to success. By exploring the human side of call center operations, Building Call Center Culture identifies people supervision as its central premise.

The Call Center Dictionary

First, an inbound call center's voice mail needs are completely different from the needs of any other business. Voice mail was created for communication ...

Author: Madeline Bodin

Publisher: CRC Press

ISBN: 9781578200955

Category: Technology & Engineering

Page: 227

View: 776

Your company needs a call center to be competitive in the 21st century. This book is your guide to the technology, techniques, and trends in today's call centers. The Call Center Dictionary contains all the information you need to: Understand: Your boss,

The Call Center Handbook

The TelePredicter can be configured to manually or automatically shift agents between inbound and outbound modes at specific times, or when inbound call ...

Author: Keith Dawson

Publisher: CRC Press

ISBN: 1482280620

Category: Technology & Engineering

Page: 283

View: 526

CHAPTER 33: THE NEW ROLE OF THE CALL CENTER -- APPENDIX: A GUIDE TO KEY CALL CENTER RESOURCES


Transactional Six Sigma and Lean Servicing

We may hypothesize that inbound call volume is related to, or dependent ... the number of inbound calls to the Atlanta call center in the past year.

Author: Betsi Harris Ehrlich

Publisher: CRC Press

ISBN: 9781420000337

Category: Business & Economics

Page: 296

View: 642

Service industries have traditionally lagged manufacturing in adoption of quality management strategies and Six Sigma is no exception. While there are a growing number of books on applying the hot topics of Six Sigma and Lean Manufacturing concepts in a manufacturing environment, there has not been a mainstream book that applies these techniques in a service environment, until now. Transactional Six Sigma and Lean ServicingTM: Leveraging Manufacturing Concepts to Achieve World Class Service is a ground breaking "how-to" book that serves as a practical guide for implementing Six Sigma and Lean Manufacturing methods in a transactional service oriented environment. It uses real case studies and examples to show how Six Sigma and Lean ServicingTM techniques have been implemented and proven effective in achieving substantial documented results. Lean ServicingTM is the author's own term used to describe the application of Lean Manufacturing concepts to transactional and service processes. Liberal use of examples, graphics, and tables will assist you in grasping the difficult concepts. Transactional Six Sigma and Lean ServicingTM covers both theory and practical application of Lean ServicingTM, Six Sigma DMAIC and Six Sigma DFSS concepts and methods so you can implement them effectively in your service organization and achieve reduced costs and a new level of service excellence.

A Practical Guide to Call Center Technology

Customer Contact Center Environment relieving the queue of some of the waiting callers. Once the inbound call volume has dropped off, theory has it that the ...

Author: Andrew Waite

Publisher: CRC Press

ISBN: 1482280752

Category: Computers

Page: 497

View: 246

Get the most out of ACDs (automatic call distributors) and other complex systems in order to boost customer satisfaction and increase sales Includes three ready to use RFPs (request for proposals) for buying an ACD, computer telephony system, or recording

Designing the Best Call Center for Your Business

For example, service bureaus, especially those with outbound and order-taking inbound call centers, are good sources of labor for higher-pay- - ing inbound ...

Author: Brendan Read

Publisher: CRC Press

ISBN: 1482280906

Category: Computers

Page: 300

View: 819

Designing the Best Call Center for Your Business examines all key aspects of opening and expanding a live agent call center, with in-depth coverage on facilities and workstation design; site selection, including communications and power backups; f

Call Center Savvy

How to Position Your Call Center for the Business Challenges of the 21st Century ... to create scripts for useby agents in outbound or inbound call centers.

Author: Keith Dawson

Publisher: CRC Press

ISBN: 1482294575

Category: Computers

Page: 208

View: 450

It's not just the technology, the people, or the customers. It's all three, and more: call centers are not just places where calls arrive. They are a strategic business asset, the core of your business's customer relationship strategy. Call Center Savvy is an exploration of how the call center works, and how it fits into the big picture. What the f

Optimizing of a call center for computer users

Call centers which change between in- and outbound are called Blended call
centers. In this way it is possible for them to compensate fluctuations, especially
in the inbound, by outbound calls.5 Due to this separation inbound and outbound
 ...

Author: Claudia Prokisch

Publisher: GRIN Verlag

ISBN: 3638269701

Category: Business & Economics

Page: 145

View: 607

Diploma Thesis from the year 2003 in the subject Business economics - General, grade: 1,3 (A), Schmalkalden University of Applied Sciences (Economics), language: English, abstract: The present thesis was prepared in cooperation with the University of the Basque Country in Spain. Within a project at its call center CAU I optimized its database that was developed within the software FileMaker Pro 5.0. The call center is located on the campus Guipúzcoa in San Sebastian and responsible for all IT matters on the campus. Between 12 November 2002 and 22 January 2003 I got an insight into the call center’s work improving the existing database. This way I was able to make proposals for further optimizations. For the improvement of the database I had to learn the software FileMaker Pro, that I didn’t know before. The database improvement was finished with the project on-site. In contrast to that, the analysis and optimization concept for the whole call center went on until the completion of this thesis. To avoid to go beyond the scope of this paper, the call center analysis, that preceded the optimization concept, is focused on technical and personnel characteristics. The theoretical foundation in this context is handled in chapter 2 Call Center Specifics In General. It provides a view of technological standards and trends as well as characteristics and requirements regarding the human resources, which are the most important ones in call centers. Chapter 3 then analyzes the call center CAU relating to the theory and describes detailed its original database in FileMaker Pro 5.0 which my work in San Sebastian was focused on. The fourth chapter gives suggestions for optimizing the call center work and enhancing its effectiveness. Here I tried to stay within the CAU’s sphere of influence. Otherwise they weren’t very useful and not realizable. In chapter 5 it is discussed how to put the proposals into action. The database modifications and arised problems during their development are explained. Finally their effects on the CAU and its work are stated in the summary of chapter 6.

Effective Call Center Soft Skills

For inbound call centers of companies that sell consumer goods via telemarketing in USA and European countries, the busy season starts in November and ends ...

Author:

Publisher: Excel Books India

ISBN: 9350621134

Category:

Page:

View: 657


Inbound Call Centers

Delivers a conceptual overview of call centres - the products that support them, the designs that make them work and the ongoing management that is required for their successful operation.

Author: Robert A. Gable

Publisher: Artech House on Demand

ISBN: 9780890066409

Category: Technology & Engineering

Page: 172

View: 778

Delivers a conceptual overview of call centres - the products that support them, the designs that make them work and the ongoing management that is required for their successful operation.


Call Center Optimization

However, then every inbound call has to wait because all agents are always busy. ... Example A call center has FC = 5per minute and AHT = 5minutes.

Author: Ger Koole

Publisher: Lulu.com

ISBN: 9082017903

Category:

Page: 146

View: 158