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Stochastic Models of Customer Portfolio Management in Call Centers

In: Operations Research Proceedings 2004

Author

Listed:
  • Oualid Jouini

    (Ecole Centrale Paris)

  • Yves Dallery

    (Ecole Centrale Paris)

  • Rabie Nait-Abdallah

    (Bouygues Telecom)

Abstract

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.

Suggested Citation

  • Oualid Jouini & Yves Dallery & Rabie Nait-Abdallah, 2005. "Stochastic Models of Customer Portfolio Management in Call Centers," Operations Research Proceedings, in: Hein Fleuren & Dick Hertog & Peter Kort (ed.), Operations Research Proceedings 2004, pages 59-66, Springer.
    • Handle: RePEc:spr:oprchp:978-3-540-27679-1_8
    DOI: 10.1007/3-540-27679-3_8
    as

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