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Probabilistic comparison of call centres in a group decision process

Author

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  • Annibal Parracho Sant'Anna
  • Felipe Quintas Conde

Abstract

This article presents a methodology to compare call centres performances efficiently and systematically. Three units attending the calls of clients of a telephonic services company are comparatively evaluated. The approach proposed contemplates, besides information on costs, the analysis of criteria associated to the clients' satisfaction and seasonal factors affecting the demand for the service. An analysis based on a probabilistic composition of preference criteria is developed, which results in ranking, according to different points of view, the performances of the different service centres along the year. Different forms of composition treat quality and cost criteria together and separately. The results of the application of these different forms of composition are employed in a group decision process.

Suggested Citation

  • Annibal Parracho Sant'Anna & Felipe Quintas Conde, 2011. "Probabilistic comparison of call centres in a group decision process," International Journal of Management and Decision Making, Inderscience Enterprises Ltd, vol. 11(5/6), pages 417-437.
    • Handle: RePEc:ids:ijmdma:v:11:y:2011:i:5/6:p:417-437
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    Cited by:

    1. Bárbara de Oliveira Vieira & Patricia Guarnieri & Lucio Camara e Silva & Solange Alfinito, 2020. "Prioritizing Barriers to Be Solved to the Implementation of Reverse Logistics of E-Waste in Brazil under a Multicriteria Decision Aid Approach," Sustainability, MDPI, vol. 12(10), pages 1-30, May.
    2. Annibal Parracho Sant’Anna & Gilson Brito Alves Lima & Leonardo Augusto da Fonseca Parracho Sant’Anna & Luiz Octávio Gavião, 2020. "Two-Stage Composition of Probabilistic Preferences," Annals of Data Science, Springer, vol. 7(3), pages 491-523, September.

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