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Erfolgszielorientierte Agentenallokation in Inbound Call-Centern

Author

Listed:
  • Stefan Helber

    (Universität Hannover)

  • Raik Stolletz

    (Universität Hannover)

  • Sophie Bothe

Abstract

Summary The management of an inbound call center has to make agent staffing decisions in order to deal with highly dynamic rates of incoming calls. A common approach in practice is to determine the smallest number of agents per 30-minute interval in isolation such that some measure of the caller’s waiting time does not exceed a given limit. In this paper we follow a profit-maximizing approach and study the problem to allocate the total agent capacity over a longer planning horizon to minimize costs in the presence of an aggregate service constraint for a support call center and to maximize profits for both a sales and a service call center. The analysis of the numerical results indicates that in a profit-maximizing solution the service quality is time-dependent.

Suggested Citation

  • Stefan Helber & Raik Stolletz & Sophie Bothe, 2005. "Erfolgszielorientierte Agentenallokation in Inbound Call-Centern," Schmalenbach Journal of Business Research, Springer, vol. 57(1), pages 3-32, February.
    • Handle: RePEc:spr:sjobre:v:57:y:2005:i:1:d:10.1007_bf03372759
    DOI: 10.1007/BF03372759
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    References listed on IDEAS

    as
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    Full references (including those not matched with items on IDEAS)

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    More about this item

    Keywords

    R39;

    JEL classification:

    • R39 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - Real Estate Markets, Spatial Production Analysis, and Firm Location - - - Other

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