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Call Center Staffing and Shift Optimization


Marketed By :  LAP LAMBERT Academic Publishing   Sold By :  Kamal Books International  
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  • Product Description

Inbound call center problems need decisions in four main areas; the number of incoming calls, necessary number of agents to handle these calls, shift starting times for the operations and the number of agents to be allocated to each shift. Call center models mainly cover these areas seperately. This study approaches to the problem with an integrated Markovian approximation, heuristic supported simulation and optimization model. Incoming demand data is adapted from a private Turkish Bank and an application of the model is conducted. Moreover, probabilistic lunch breaks are introduced to the optimization part of the model. Finally, the model can be used as an easy decision support tool for the call center managers.

Product Specifications
SKU :COC24962
AuthorCihangir Ertaban
Number of Pages80
Publishing Year4/28/2012
Edition1 st
Book TypeStochastics
Country of ManufactureIndia
Product BrandLAP LAMBERT Academic Publishing
Product Packaging InfoBox
In The Box1 Piece
Product First Available On ClickOnCare.com2015-07-28 00:00:00