Relevant bibliographies by topics / Call centers

Contents

  1. Journal articles
  2. Dissertations / Theses
  3. Books
  4. Book chapters
  5. Conference papers
  6. Reports

Academic literature on the topic 'Call centers'

Author: Grafiati
Published: 4 June 2021
Last updated: 29 July 2024

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Journal articles on the topic "Call centers"

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Kasznar, Istvan Karoly. "Administración de Call Center Ante Exigências del Consumidor." Revista Pensamento Contemporâneo em Administração 2, no. 3 (December 15, 2008): 59. http://dx.doi.org/10.12712/rpca.v2i3.149.

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Este artículo muestra la creciente importancia asumida por los call-centers, como entidades que ayudan a comunicar con presteza, rapidez y grande eficiencia, informaciones y dados através de un canal de doble sentido. Tanto el consumidor, quanto el supridor de servicios ganan con el uso de call-centers, en un juego de alianzas del tipo gana-gana. Son expuestas las ventajas y desventajas del uso y aprovechamiento de call-centers, tanto por clientes, quanto por empresários. Y se apresentan las oportunidades estratégicas para la adequada compreensión de la relevancia de los call-centres y de su futuro, en la lógica y dinâmica organizacional. Además, dados y levantamientos ilustran el perfil y la razon de ser de las consultas a call-centers.
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Jaoua, Amel, Pierre L’Ecuyer, and Louis Delorme. "Call-type dependence in multiskill call centers." SIMULATION 89, no. 6 (April 4, 2013): 722–34. http://dx.doi.org/10.1177/0037549713479405.

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ZAREEN, SHAFAQ, and DR SUREKHA RANA. "Job Satisfaction and Demographics: Implications in Call Centers." International Journal of Scientific Research 3, no. 4 (June 1, 2012): 1–4. http://dx.doi.org/10.15373/22778179/apr2014/222.

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Sato, Hidenori. "Are call centers sweatshops?" Annals of Business Administrative Science 17, no. 5 (October 15, 2018): 193–202. http://dx.doi.org/10.7880/abas.0180830a.

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Borst, Sem, Avi Mandelbaum, and Martin I. Reiman. "Dimensioning Large Call Centers." Operations Research 52, no. 1 (February 2004): 17–34. http://dx.doi.org/10.1287/opre.1030.0081.

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Talley, C. Richard. "Customer-service call centers." American Journal of Health-System Pharmacy 53, no. 17 (September 1, 1996): 2041. http://dx.doi.org/10.1093/ajhp/53.17.2041.

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Wuring, Nicolette. "Ethics and call centers." CallCenter INTERNATIONAL 2, no. 1 (February 2009): 10–14. http://dx.doi.org/10.1007/bf03252238.

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Shah, Younis Ahamd, and Dr Riyaz Ahmad Rainayee. "Determinants of Attrition in Call Centers: a study of Indian Call Centers." IOSR Journal of Business and Management 16, no. 6 (2014): 46–51. http://dx.doi.org/10.9790/487x-16624651.

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Bhulai, S., and G. Koole. "Queueing model for call blending in call centers." IEEE Transactions on Automatic Control 48, no. 8 (August 2003): 1434–38. http://dx.doi.org/10.1109/tac.2003.815038.

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김준우 and Jang Hee Lee. "Prioritizing the Transferred Calls in Two-Stage Call Centers." Journal of Korea Service Management Society 12, no. 1 (March 2011): 155–87. http://dx.doi.org/10.15706/jksms.2011.12.1.007.

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Dissertations / Theses on the topic "Call centers"

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Vuthipadadon, Somchan. "Scheduling inbound calls in call centers." [Ames, Iowa : Iowa State University], 2009. http://gateway.proquest.com/openurl?url_ver=Z39.88-2004&rft_val_fmt=info:ofi/fmt:kev:mtx:dissertation&res_dat=xri:pqdiss&rft_dat=xri:pqdiss:3355541.

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Reed, Joshua E. "Queueing Models for Large Scale Call Centers." Diss., Georgia Institute of Technology, 2007. http://hdl.handle.net/1853/16332.

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In the first half of this thesis, we extend the results of Halfin and Whitt to generally distributed service times. This is accomplished by first writing the system equations for the G/GI/N queue in a manner similar to the system equations for G/GI/Infinity queue. We next identify a key relationship between these two queues. This relationship allows us to leverage several existing results for the G/GI/Infinity queue in order to prove our main result. Our main result in the first part of this thesis is to show that the diffusion scaled queue length process for the G/GI/N queue in the Halfin-Whitt regime converges to a limiting stochastic process which is driven by a Gaussian process and satisfies a stochastic convolution equation. We also show that a similar result holds true for the fluid scaled queue length process under general initial conditions. Customer abandonment is also a common feature of many call centers. Some researchers have even gone so far as to suggest that the level of customer abandonment is the single most important metric with regards to a call center's performance. In the second half of this thesis, we improve upon a result of Ward and Glynn's concerning the GI/GI/1+GI queue in heavy traffic. Whereas Ward and Glynn obtain a diffusion limit result for the GI/GI/1+GI queue in heavy traffic which incorporates only the density the abandonment distribution at the origin, our result incorporate the entire abandonment distribution. This is accomplished by a scaling the hazard rate function of the abandonment distribution as the system moves into heavy traffic. Our main results are to obtain diffusion limits for the properly scaled workload and queue length processes in the GI/GI/1+GI queue. The limiting diffusions we obtain are reflected at the origin with a negative drift which is dependent upon the hazard rate of the abandonment distribution. Because these diffusions have an analytically tractable steady-state distribution, they can be used to provide a closed-form approximation for the steady-state distribution of the queue length and workload processes in a GI/GI/1+GI queue. We demonstrate the accuracy of these approximations through simulation.
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Jouini, Oualid. "Stochastic modeling in call centers operations management." Châtenay-Malabry, Ecole centrale de Paris, 2006. http://www.theses.fr/2006ECAP1022.

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Le sujet de cette thèse porte sur le développement et l'analyse de modèles stochastiques pour l'aide à la décision dans les centres d'appels. Dans la première partrie, nous considérons un centre d'appels où tous les agents sont groupés ensemble. Nous étudions les bénéfices de la migration depuis cette configuration à celle où les agents sont organisés en pool. Chaque pool est responsable d'un portefeuille de clients. Ensuite, nous considérons un centre d'appel avec des clients impatients. Nous développons des politiques dynamiques pour l'affectation des clients aux différentes files d'attente. L'objectif est lié aux qualités de service différenciées exprimées en terme du pourcentage de clients perdus. Enfin, nous étudions un centre d'appel qui annonce les délais d'attente aux clients. Nous montrons les avantages de l'annonce des délais sur les performances du système. Dans la deuxième partie, nous considérons un processus de naissance et de mort de forme générale. Nous calculons les moments de plusieurs variables aléatoires liées aux temps de premier passage d'un état à un autre. Ensuite, nous montrons un résultat de concavité dans une d'attente avec des clients impatients. Nous montrons que la probabilité d'entrer en service est strictement croissante et concave en fonction de la taille de la file d'attente
In this thesis, we focus on various operations management issues of call centers. We derive both qualitative and quantitative results for practical management. In the first part of the thesis, we investigate the impact of team-based organizations in call centers management. We develop queueing models that show the benefits of the team-based organization in providing better performances. Next, we consider a multicall call center with impatient customers. We develop dynamic scheduling policies that assign customers to the waiting lines. We focus on differentiated service levels criteria related to the fraction of abandoning customers. Finally, we propose a call center model in which we provide information about queueing delays to customers, and we quantify its effect upon performance. In the second part of the thesis, we tackled the quantitative analysis of stochastic processes ans queueing models. First, we derive several closed-form expressions of the moments of first passage times in general birth-death processes. Second, we investigate some monotonicity properties for the probability of being served in markovian queueing systems with impatient customers
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Thompson, Julieo Stephen. "The Evolution of Technology in Call Centers." Diss., NSUWorks, 2019. https://nsuworks.nova.edu/gscis_etd/1068.

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Historical research was conducted through literature. The report traces the evolution of technology in call centers (CCs) from their early inception to 2018. CCs are integrated into many facets of multidisciplinary areas of business, industry, and public and private institutions of higher education. Three research questions were addressed: What technologies enabled the start of CCs? How did the communications between customers and CSRs take place? What was the content of the earlier communications? How did services and communications evolve as technology matured? What are the current state-of-the-art technologies that exist in CCs? Which industries appear to have the best solutions? What are these solutions? Photograph Analysis Worksheets and Written Document Analysis Worksheets from the National Archives and Records Administration were used to analyze primary source materials. Also, used were Primary Source Analysis Tools from the Library of Congress. The final report offers a comprehensive history of the technology evolution within the industry. Included are a discussion of state-of-the-art technologies, the range of their applications and suggestions for staff training.
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Combs, Kimberly M. "Strategies for Retaining Employees for Call Centers." ScholarWorks, 2017. https://scholarworks.waldenu.edu/dissertations/3341.

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Voluntary employee turnover has several adverse consequences for call center managers, including lowered productivity and decreased profitability. The purpose of this descriptive multiple case study was to explore strategies used to reduced voluntary employee turnover among 2 call center managers in the southern United States. These managers had been recommended by the human resource directors of the organizations because of their implementation of strategies to reduce voluntary employee turnover. The conceptual framework for this study was Herzberg's motivation-hygiene theory. Data were collected from semistructured face-to-face interviews and employee handbooks. The data analysis consisted of compiling the data, disassembling the data into common codes, reassembling the data into themes, interpreting the meaning, and reporting the themes. The use of member checking and methodological triangulation increased the trustworthiness of the study. Themes that emerged were job satisfaction, employee compensation, opportunity and advancement, reward and recognition, and employee engagement. Recommendations for action include selecting strategies for reducing voluntary employee turnover and using the strategies to improve the commitment of the workers. The findings from this study may contribute to social change by providing strategies that call center managers can use to reduce voluntary employee turnover, thereby positively improving the standard of living for families, and strengthening community wealth and well-being.
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Ellway, Benjamin Piers William. "Call centres : work, service, & technologies." Thesis, University of Cambridge, 2011. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.609748.

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Legros, Benjamin. "Optimization of multi-channel and multi-skill call centers." Phd thesis, Ecole Centrale Paris, 2013. http://tel.archives-ouvertes.fr/tel-00997410.

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Call centers have been introduced with great success by many service‐oriented companies. They become the main point of contact with the customer, and an integral part of the majority of corporations. The large‐scale emergence of call centers has created a fertile source of management issues. In this PhD thesis, we focus on various operations management issues of multi‐skill and multichannel call centers. The objective of our work is to derive, both qualitative and quantitative, results for practical management. In the first part, we focus on architectures with limited flexibility for multi‐skill call centers. The context is that of call centers with asymmetric parameters: unbalanced workload, different service requirements, a predominant customer type, unbalanced abandonments and high costs of crosstraining. The most knowing architectures with limited flexibility such as chaining fail against such asymmetry. We propose a new architecture referred to as single pooling with only two skills per agent and we demonstrate its efficiency under various situations of asymmetry. In the second part, we focus on routing problems in multi‐channel call centers. In the first study, we consider a blended call center with calls arriving over time and an infinitely backlogged queue of emails. The call service is characterized by three successive stages where the second one is a break. We focus on the optimization of the email routing to agents. The objective is to maximize the throughput of emails subject to a constraint on the call waiting time. Various guidelines to call center managers are provided. In particular, we prove for the optimal routing that all the time at least one of the two email routing parameters has an extreme value. In the second study, we examine a threshold policy on the reservation of agents for the inbound calls. We study a general non‐stationary model where the call arrival follows a non‐homogeneous Poisson process. The optimization problem consists on maximizing the throughput of outbound tasks under a constraint on the waiting time of inbound calls. We propose an efficient adaptive threshold policy easy to implement. This scheduling policy is evaluated through a comparison with the optimal performance measures found in the case of a constant stationary arrival rate, and also a comparison with other intuitive adaptive threshold policies in the general non‐stationary case. In the third study, we consider a call center model with a call back option, which allows to transform an inbound call into an outbound one. The optimization problem consists on minimizing the expected waiting time of the outbound calls while respecting a service level constraint on the inbound ones. We propose a routing policy with two thresholds, one on the reservation of the agents for inbound calls, and another on the number of waiting outbound calls. A curve relating the two thresholds is determined.
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Moreira, Rogério. "A rotatividade de pessoal em call centers brasileiros." Pontifícia Universidade Católica de São Paulo, 2008. https://tede2.pucsp.br/handle/handle/1291.

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This dissertation is the report of a research work developed to study the causes of the high employee turnover in brazilian call centers. After a revisional work of the main aspects of call center management and employee turnover research, it was chosen to study the correlation with human resources management (HRM) practices, in the same research strategy chosen by Huselid(1995) and Batt(2002). The related data to reach research objectives were gotten from a survey developed by The Global Call Center Project. The sample is based on a survey administered to 114 call centers of 103 organizations from 200 associates of Associação Brasileira de Telesserviços (ABT). The same survey was applied in 16 other countries, allowing benchmarking, stretching analysis horizon. The data analysis was made in three steps: management model analysis, mean comparisons and multivariate analysis. The first step showed a strong emphasis in the services mass production model. The mean comparison showed that the brazilian call centers are extremely strait in use of scripts, monitoring and employee discretion practices. These practices contribute negatively to job quality, which has a strong correlation with employee turnover. The multivariate analysis ( logistic regression ) showed a good adjustment in the proposed model, both in the adjustment index ( R2 CS=0,549 e R2 N = 0,741) and in the discriminative capacity ( area of ROC curve =0,938) and also showed that the correlation between HRM practices and employee turnover are considerable. The main suggestion is to have as HRM objective the continuous improvement of job quality, which requires a tradeoff with firm expenses and service level, it also increases variability and represents a change in the call center management culture
Esta dissertação é o relatório de uma pesquisa desenvolvida para estudar as causas do alto índice de rotatividade de pessoal no setor de call centers brasileiros. Após uma revisão dos principais aspectos da gestão de call centers e da pesquisa sobre Rotatividade de Pessoal, optou-se por estudar a correlação com as práticas de gestão de pessoas, na mesma linha de pesquisa de Huselid(1995) e Batt (2002). Os dados necessários para alcançar os objetivos desta pesquisa foram obtidos através de um survey desenvolvido no âmbito da pesquisa The Global Call Center Project.A amostra é composta por 114 questionários respondidos por 103 organizações de 200 empresas consultadas entre as empresas associadas à Associação Brasileira de Telesserviços (ABT). A mesma pesquisa foi realizada em outros dezesseis países, permitindo análise comparativa dos resultados, ampliando o horizonte de análise. A análise dos dados foi efetuada em três etapas: a análise do modelo de gestão, a comparação das médias dos indicadores e, a análise multivariada. A primeira etapa mostrou uma demasiada ênfase no uso do modelo Produção em Massa de Serviços. A análise das médias mostra que os call centers brasileiros são extremamente rígidos no que se refere às práticas de uso obrigatório de scripts, monitoramento e autonomia. Estas práticas contribuem de forma negativa para a qualidade do trabalho, que mantém uma forte correlação a Rotatividade de Pessoal. Análise multivariada apresentou um bom ajustamento do modelo proposto, tanto do ponto de vista dos índices de ajustamento (R2 CS=0,549 e R2 N = 0,741) como pela capacidade discriminante (área da curva ROC=0,938), evidenciando que a correlação entre as práticas de gestão de pessoas e a Rotatividade Voluntária é considerável. Sugerimos como objetivo importante na gestão de pessoas a melhoria contínua da qualidade do trabalho, que é uma solução de compromisso, pois causa um impacto importante nos gastos da organização, no nível de serviço, aumenta a variabilidade e representa uma mudança na cultura gerencial em call centers
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Marques, Ana Paula Fernandes. "Call Centers: inovação tecnológica, manutenção das formas organizacionais." Master's thesis, Instituto Superior de Economia e Gestão, 2004. http://hdl.handle.net/10400.5/912.

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Mestrado em Sociologia Económica e das Organizações
Uma das problemáticas mais discutidas no seio da sociedade da informação é a subsistência de alguns dos aspectos mais negativos da sociedade industrial, apesar de toda a evolução tecnológica que tem acontecido nos últimos anos. Um desses aspectos é a organização do trabalho e os efeitos que tem nos trabalhadores. Na época áurea do Taylorismo/Fordismo os trabalhadores das linhas de montagem apresentavam níveis elevados de alienação, por um lado, devido ao trabalho ser repetitivo e destituído de qualquer incentivo à criatividade, e por outro, por via das suas qualificações serem muito poucas e logo escassearem oportunidades de vida alternativas. Hoje em dia, embora diferentes, perduram muitas linhas de montagem. Diferentes algumas delas, porque a automatização é omnipresente, porque a produção é especializada ou flexível e, sobretudo, porque os trabalhadores têm qualificações elevadas e projectos de vida paralelos. O presente trabalho, constituído por um estudo de caso efectuado numa empresa prestadora de serviços de call center, tenta justamente analisar a organização do trabalho na linha de atendimento, e verificar de que modo os operadores, força executante dos serviços prestados, são afectados por essa organização, na postura que têm perante o trabalho e o emprego.
One of the most discussed problematic amidst the information society is the maintenance of some negative aspects of the industrial era, in spite of the huge technological evolution we have been experiencing for the last years. One of these aspects is the work organization and the effect it has on workers. During the golden years of Taylorism/Fordism, assembling line workers showed high levels of alienation, caused, on one hand, by the repetitive work and the lack of any incentive for creativity, and, on the other, because their qualifications were few and therefore alternative life opportunities were scarce. Nowadays, although different, several assembling lines prevail. Different, because automatization is comprised in all processes, production is customized and flexible and, above all, workers are highly qualified having life projects alongside work. This research, which consists of a case study performed in a call center service provider, tries to analyse the work organization in an attendance line, and verify in what way operators, the main workforce, are affected by that organization concerning behaviour towards their work and job.
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SILVA, Alysson Barros da. "Avaliação de desempenho e planejamento de capacidade em call centers de serviços de emergência." Universidade Federal de Pernambuco, 2010. https://repositorio.ufpe.br/handle/123456789/2377.

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Os call centers de serviços de emergência fornecem serviçoes de extrema importância para a sociedade, pois é a partir deles que são acionados os órgãos de segurança, resgate e socorro. Quando aciona um serviço de emergência, a população faz seu primeiro contato com um call center, para onde convergem todas as chamadas. Essa central faz o acionamento dos profissionais da Polícia Militar, Corpo de Bombeiros, Polícia Civil e da Polícia Científica. Baseado na importância dos serviços de emergência,é necessário que os call centers prestem seus serviços de forma eficiente, respeitando um tempo máximo de atendimento, diminuindo o tempo de resposta as chamadas o que pode salvar vidas, combater crimes, manter a segurança da sociedade e proporcionar maior qualidade de vida à população. Este trabalho faz a avaliação e o planejamento de call centers de emergências a partir de um modelo estocástico expolinomial para simular o ambiente real. Avaliou-se: o comportamento da taxa de ocupação na fila de espera; o número de ligações descartadas; a probabilidade de desistências das ligações telefônicas, e o número de servidores livres para dar o prognóstico da real necessidade dos servidores e a relação com o número de ligações suportadas do call center. Visou-se, assim, com base nos resultados obtidos pelo modelo gerado, diminuir o tempo de resposta das chamadas de emergência, bem como o tempo de espera para atendimento e reduzir, com isso, o número de abandonos das ligações telefônicas. O pressente estudo proporcionou suporte a decisões para correções de problemas, como a má utilização dos serviços prestados. Um estudo de caso é apresentado para análise do impacto das variações da carga de trabalho no desempenho do call center, e o reflexo na taxa de ocupação na fila de espera, no número de ligações descartadas, na probabilidade de desistências das ligações telefônicas e no número de servidores livres. Foi feita a análise do impacto do aumento da fila de espera para atendimento e seu impacto no desempenho do call center
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Books on the topic "Call centers"

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Joanna, Reeves, Proudfoot Consulting (Europe) Ltd, and Confederation of British Industry, eds. Call centres. London: Caspian, 2000.

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Abbott, James C. Designing effective call centers. Greenville, SC: Robert Houston Smith Pub., 2007.

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Practices, LLC Best. Call centers: Executive insights for excellence. Chapel Hill, NC: Best Practices, 2001.

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Esher, Joseph. Answering the call: a benchmark of Minnesota's call center industry. Saint Paul, MN: Minnesota Trade & Economic Development, 2000.

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Executive, Scotland Scottish. Benchmarking and definitions within contact centres. Edinburgh: Scottish Executive, 2003.

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Congress, Trades Union. It's your call: Employment rights for call centre workers. London: TUC, 2001.

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Eckart, Menzler-Trott, and Hahnel Markus, eds. Call Center Evolution: Standards für effiziente Kunden- und Mitarbeiterbeziehungen. München: Vahlen, 2002.

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Durr, William. Building a world-class inbound call center. [S.l.]: W. Durr, 1996.

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Körs, Anna. Call Center Markt Deutschland, das Fallbeispiel Hamburg. Münster: Lit, 2002.

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CUNA & Affiliates. Center for Professional Development., ed. Credit union call center handbook. Dubuque, Iowa: Kendall/Hunt Pub. Co., 1999.

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Book chapters on the topic "Call centers"

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Miller, Alonso. "Call Centers Cloud Use in Call Centers." In Enterprise Cloud Computing for Non-Engineers, 191–94. Boca Raton, FL : CRC Press/Taylor & Francis Group, 2018. | “A CRC title, part of the Taylor & Francis imprint, a member of the Taylor & Francis Group, the academic division of T&F Informa plc.”: Auerbach Publications, 2018. http://dx.doi.org/10.1201/9781351049221-14.

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Friginal, Eric, and Rachelle Friginal. "Outsourced Call Centers." In Philippine English, 340–52. London: Routledge, 2022. http://dx.doi.org/10.4324/9780429427824-35.

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Al-Bayati, Ahmed, and Louis Panzer. "One-Call Centers." In Underground Utilities for Construction Practitioners and Homeowners, 21–31. Reston, VA: American Society of Civil Engineers, 2021. http://dx.doi.org/10.1061/9780784415818.ch02.

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Mehrotra, Vijay, Thomas A. Grossman, and Douglas A. Samuelson. "Call and Contact Centers." In Encyclopedia of Operations Research and Management Science, 144–50. Boston, MA: Springer US, 2013. http://dx.doi.org/10.1007/978-1-4419-1153-7_95.

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Jorge, Sérgio, Carlos Pereira, and Paulo Novais. "Intelligent Call Routing for Telecommunications Call-Centers." In Lecture Notes in Computer Science, 316–28. Cham: Springer International Publishing, 2020. http://dx.doi.org/10.1007/978-3-030-62362-3_28.

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Wang, Ze, Aaron D. Arndt, Surendra N. Singh, and Monica Biernat. "Linguistic Stereotyping in Call Centers." In Proceedings of the 2008 Academy of Marketing Science (AMS) Annual Conference, 71–75. Cham: Springer International Publishing, 2014. http://dx.doi.org/10.1007/978-3-319-10963-3_32.

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Stolletz, Raik. "Characterization of Inbound Call Centers." In Lecture Notes in Economics and Mathematical Systems, 3–20. Berlin, Heidelberg: Springer Berlin Heidelberg, 2003. http://dx.doi.org/10.1007/978-3-642-55506-0_2.

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Cleveland, Brad, Julia Mayben, and Günter Greff. "Wie Sie die Arbeitsweise des Call Centers der Unternehmensleitung präsentieren." In Call Center Management, 143–55. Wiesbaden: Gabler Verlag, 1998. http://dx.doi.org/10.1007/978-3-322-93006-4_9.

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Wilkoszewski, Alexander, and Michael Wolff. "Zertifizierung und Datenintegration als Erfolgskonzept eines Call Centers am Beispiel regiocom." In Call Center Benchmarking, 75–96. Wiesbaden: Gabler Verlag, 2005. http://dx.doi.org/10.1007/978-3-322-89041-2_5.

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Mattia, Sara, Fabrizio Rossi, Mara Servilio, and Stefano Smriglio. "Robust Shift Scheduling in Call Centers." In Lecture Notes in Computer Science, 336–46. Cham: Springer International Publishing, 2014. http://dx.doi.org/10.1007/978-3-319-14115-2_29.

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Conference papers on the topic "Call centers"

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Kim, Woosung. "Online call quality monitoring for automating agent-based call centers." In Interspeech 2007. ISCA: ISCA, 2007. http://dx.doi.org/10.21437/interspeech.2007-56.

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Altinok, Hatice, Serdar Kurdal, and Murtaza Mehdi Yucal. "Turkish Speech Recognition in Call Centers." In 2021 6th International Conference on Computer Science and Engineering (UBMK). IEEE, 2021. http://dx.doi.org/10.1109/ubmk52708.2021.9558890.

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Ibrahim, Rouba, and Ward Whitt. "REal-time delay estimation in call centers." In 2008 Winter Simulation Conference (WSC). IEEE, 2008. http://dx.doi.org/10.1109/wsc.2008.4736409.

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Jouini, Oualid, and Yves Dallery. "Predicting queueing delays for multiclass call centers." In the 1st international conference. New York, New York, USA: ACM Press, 2006. http://dx.doi.org/10.1145/1190095.1190180.

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Hishinuma, Chiaki, Masaaki Kanakubo, and Takuma Goto. "An Agent Scheduling Optimization for Call Centers." In The 2nd IEEE Asia-Pacific Service Computing Conference (APSCC 2007). IEEE, 2007. http://dx.doi.org/10.1109/apscc.2007.27.

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Hishinuma, Chiaki, Masaaki Kanakubo, and Takuma Goto. "An Agent Scheduling Optimization for Call Centers." In The 2nd IEEE Asia-Pacific Service Computing Conference (APSCC 2007). IEEE, 2007. http://dx.doi.org/10.1109/apscc.2007.4414490.

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Robbins, Thomas, D. J. Medeiros, and Paul Dum. "Evaluating Arrival Rate Uncertainty in Call Centers." In 2006 Winter Simulation Conference. IEEE, 2006. http://dx.doi.org/10.1109/wsc.2006.323019.

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Archawaporn, Laksamon, and Waranyu Wongseree. "Erlang C model for evaluate incoming call uncertainty in automotive call centers." In 2013 International Computer Science and Engineering Conference (ICSEC). IEEE, 2013. http://dx.doi.org/10.1109/icsec.2013.6694762.

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Ducic, Aleksandra, Gordana Savic, and Milena Popovic. "EFFICIENCY MEASUREMENT OF CUSTOMER SERVICE CALL CENTER." In Economic and Business Trends Shaping the Future. Ss Cyril and Methodius University, Faculty of Economics-Skopje, 2020. http://dx.doi.org/10.47063/ebtsf.2020.0026.

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Customer feedback has become an important policy instrument in the business company, and it is essential for the customer base and policy development. One of the evaluation methods of customer satisfaction and loyalty can be the reports that are created in the company's customer support center. Therefore, companies must maintain a high number of customers to be efficient and successful. Data Envelopment Analysis (DEA) is a linear programming based technique for measuring the relative efficiency of decision-making units (DMUs) where the presence of multiple inputs and outputs makes comparisons difficult. In this paper, the DEA method evaluates the efficiency rate of customer service in 29 call center companies. The study was conducted based on the obtained data for service performed through the telephone. DEA research is based on the data available for the period from September 2017 to April 2019. The main goal of this analysis is to determine which customer-suport call centers in the world are efficient and which are inefficient. Based on the results,, it was established that a small number of centers are efficient in the observed period. Furthermore, for inefficient centers, comparing those to efficient ones, the DEA method is giving us information why they are inefficient and could direct the future development policy.
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Thiongane, Mamadou, Wyean Chan, and Pierre L'Ecuyer. "Waiting time predictors for multi-skill call centers." In 2015 Winter Simulation Conference (WSC). IEEE, 2015. http://dx.doi.org/10.1109/wsc.2015.7408410.

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Reports on the topic "Call centers"

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Oster, Emily, and M. Bryce Millett. Do Call Centers Promote School Enrollment? Evidence from India. Cambridge, MA: National Bureau of Economic Research, April 2010. http://dx.doi.org/10.3386/w15922.

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Jahromi, Maryam Eslami, Haleh Ayatollahi, and Ali Ebrazeh. Covid-19 hotlines, helplines and call centers: A systematic review of characteristics, challenges and lessons learned. INPLASY - International Platform of Registered Systematic Review and Meta-analysis Protocols, February 2024. http://dx.doi.org/10.37766/inplasy2024.2.0052.

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Wiseman, Jane. Innovations in Public Service Delivery: Issue No 01: Can 311 Call Centers Improve Service Delivery? Lessons from New York and Chicago. Inter-American Development Bank, January 2015. http://dx.doi.org/10.18235/0006993.

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This paper is the first of the IDB's "Innovations in Public Service Delivery" series, which identifies and analyzes innovative experiences of promising practices in Latin America and the Caribbean and around the world to improve the quality and delivery of public services. It presents the 311 Programs in New York City and Chicago, leading 311 centers in the United States. "311" is the universal toll-free number that provides citizens with a single point of entry to a wide array of information and services in major cities. In the cities studied, these centers have evolved to support new models of service delivery management. This publication provides an overview of these programs, analyzing their design and implementation, results, and impacts, and identifying their success factors. The final section consolidates the lessons learned from these experiences, highlighting what policymakers and public officials should consider when developing similar solutions.
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Muradali, Chen, and Lunt. L52191 Effectiveness of New Prevention Technologies for Mechanical Damage. Chantilly, Virginia: Pipeline Research Council International, Inc. (PRCI), December 2003. http://dx.doi.org/10.55274/r0011318.

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The objective of the project was to review and evaluate new technologies for protecting pipelines from third-party damage. The evaluation focused on the effectiveness, technical feasibility, cost and availability of technologies that show the most potential for reducing hits to pipelines. The three technologies reviewed in detail were Integrated Buried Markers, which consists of electronic markers and marker tapes; Advanced One-Call Systems, which incorporate GIS-based mapping, electronic ticket management, and web-based access to one-call centers; and the Magnetic Gradiometer, which is a locating technology. Advanced One-Call Systems was found to be the most effective with an estimated reduction to pipeline hit frequencies by 36%. This is followed by Integrated Buried Markers, which are estimated to reduce pipeline hits by about 30%. The Magnetic Gradiometer is estimated to reduce pipeline hits by about 12%. With the exception of the Magnetic Gradiometer, which is in its early development stage, all technologies are commercially available. A cost-benefit analysis revealed that benefits for both Advanced One-Call Systems and the Magnetic Gradiometer outweigh the costs. Integrated Buried Markers were shown to be cost effective for new pipeline constructions in populated regions. Otherwise, the economic advantage is affected by the installation costs.
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Armas, Elvira, Gisela O'Brien, Magaly Lavadenz, and Eric Strauss. Rigorous and Meaningful Science for English Learners: Urban Ecology and Transdisciplinary Instruction. CEEL, 2020. http://dx.doi.org/10.15365/ceel.article.2020.1.

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This article describes efforts undertaken by two centers at Loyola Marymount University—the Center for Equity for English Learners (CEEL) and the Center for Urban Resilience (CURes)—in collaboration with five southern California school districts to develop and implement the Urban Ecology for English Learners Project. This project aligns with the 2018 NASEM report call to action to (1) create contexts for systems- and classroom-level supports that recognizes assets that English Learners contribute to the classroom and, and (2) increase rigorous science instruction for English Learners through the provision of targeted program models, curriculum, and instruction. The article presents project highlights, professional learning approaches, elements of the interdisciplinary, standards-based Urban Ecology curricular modules, and project evaluation results about ELs’ outcomes and teachers’ knowledge and skills in delivering high-quality STEM education for ELs. The authors list various implications for teacher professional development on interdisciplinary instruction including university partnerships.
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Lavadenz, Magaly, and Anaida Colón-Muñiz. The Latin@ Teacher Shortage: Learning from the Past to Inform the Future. Loyola Marymount University, 2017. http://dx.doi.org/10.15365/ceel.policy.5.

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This policy brief explores trends in U.S. K-12 Hispanic student enrollment vs. the Hispanic teacher workforce as a way to call attention to the bilingual teacher shortage. Successful examples of past efforts to increase the number of Latino and bilingual teachers are reviewed and the following policy recommendations are made: 1) expand investment in grow your own initiatives that recruit students in middle and high school students and emerging educational paraprofessionals into the bilingual teacher pipeline; 2) establish regional teacher preparation and professional learning centers and consortia; 3) offer financial supports; and 4) enhance university-based credentialing routes, internship and residency programs.
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Phillips, Joseph A. Naval Hospital Pensacola Nurse Call Center. Fort Belvoir, VA: Defense Technical Information Center, May 2005. http://dx.doi.org/10.21236/ada443984.

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Vogel, Whitney. "To Call or Not to Call?" The Impact of Supervisor Training on Call Center Employee Attitudes and Well-Being. Portland State University Library, January 2000. http://dx.doi.org/10.15760/etd.7115.

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Quinn, James M. Call-Center Based Disease Management of Pediatric Asthmatics. Fort Belvoir, VA: Defense Technical Information Center, April 2004. http://dx.doi.org/10.21236/ada429099.

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Pitt, Edward. Economic Analysis of the Integrated Call Center Project. Fort Belvoir, VA: Defense Technical Information Center, October 1997. http://dx.doi.org/10.21236/ada331004.

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