Sustainable Service Level Agreements

Our paper provides a method to manage sustainable service levels in call centers. We defined a service level management process and a related capacity and workforce management that considers Erlang-A operational model for staffing levels. Based on such model, we compute the minimum sustainable price...

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Bibliographic Details
Published in2011 IEEE International Conference on Services Computing pp. 679 - 684
Main Authors Barroero, T., Motta, G., Durante, M.
Format Conference Proceeding
LanguageEnglish
Published IEEE 01.07.2011
Subjects
Analytical models
Call centers
Computational modeling
Erlang A
Estimation
Gallium nitride
Job shop scheduling
Manufacturing
performance management
quality of service
queueing model
service level management
sustainable service levels
Testing
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Summary:Our paper provides a method to manage sustainable service levels in call centers. We defined a service level management process and a related capacity and workforce management that considers Erlang-A operational model for staffing levels. Based on such model, we compute the minimum sustainable price for a service contract based on the fixed service levels, and enable transparent pricing against a certified service level. The model has been implemented in a tool and are being tested in real call centers.
ISBN:1457708639
9781457708633
DOI:10.1109/SCC.2011.117