Optimization of call center operations
A research report submitted in partial fulfillment of the requirements for the degree of Master of Science in Mathematical Statistics, School of Statistics and Actuarial Science to the Faculty of Science University of Witwatersrand, 2019 === In this work, an investigation into the problem of optimisi...
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| Format: | Others |
| Language: | en |
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2020
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| Online Access: | Kalenzi, Lillian Kwesiga (2019) Optimsation of call center operations, University of the Witwatersrand, Johannesburg, <http://hdl.handle.net/10539/29533> https://hdl.handle.net/10539/29533 |
| Summary: | A research report submitted in partial fulfillment of the requirements for the degree of Master of Science in Mathematical Statistics, School of Statistics and Actuarial Science to the Faculty of Science University of Witwatersrand, 2019 === In this work, an investigation into the problem of optimising the operations of a call center is done. The call arrival process is explored and found to be a non-homogeneous Poisson process with arrival rate that is a piece-wise constant function. The call service times are found to possibly be lognormally distributed.
The use of well-known queuing models such as the Erlang A, B and C in modeling a call center’s operations with the ultimate goal of determining optimal number of agents needed to obtain an agreed upon targeted service level (SL) threshold is discussed. The target SL involves answering between 85% - 90% of all incoming calls within 15 /30 seconds as per industry norms. === TL (2020) |
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