Empirical Analysis of Call Center Load & Service Level for Shift Planning

Yuval Cohen; Joao Reis; Marlene Amorim

doi:10.1007/978-3-030-38724-2_6

Empirical Analysis of Call Center Load & Service Level for Shift Planning

Yuval Cohen, Joao Reis, Marlene Amorim

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

Abstract

This study characterizes call-center workload as a daily profile, and tests the effects of the “day-of-the-week” on the daily load profile. It then, tests the hypothesis that the service load of incoming calls is correlated with the number of abandoned calls. The analysis main conclusions are: (1) Regular workdays share similar hourly call profile, and same rush hours. (2) Weekend hourly profile is substantially different than the workdays’ profiles. (3) Regular workdays share similar profile of hourly abandoned calls. (4) There is a strong correlation between load profiles and profiles of abandoned calls. The discussion which follows summarizes the findings, reports on the same findings at another call center, and suggest a technique for curve fitting to the demand profile, and for computing the required workforce. The analysis process and the workforce planning could be applied on other call centers, and used as a basis for comparison.

Original language	English
Title of host publication	Exploring Service Science - 10th International Conference, IESS 2020, Proceedings
Editors	Henriqueta Nóvoa, Monica Dragoicea, Niklas Kühl
Publisher	Springer
Pages	79-91
Number of pages	13
ISBN (Print)	9783030387235
DOIs	https://doi.org/10.1007/978-3-030-38724-2_6
State	Published - 2020
Externally published	Yes
Event	10th International Conference on Exploring Service Science, IESS 2020 - Porto, Portugal Duration: 5 Feb 2020 → 7 Feb 2020

Publication series

Name	Lecture Notes in Business Information Processing
Volume	377 LNBIP
ISSN (Print)	1865-1348
ISSN (Electronic)	1865-1356

Conference

Conference	10th International Conference on Exploring Service Science, IESS 2020
Country/Territory	Portugal
City	Porto
Period	5/02/20 → 7/02/20

Bibliographical note

Publisher Copyright:
© Springer Nature Switzerland AG 2020.

Keywords

Abandoned calls
Call center
Demand forecast
Frontline employees
Incoming calls
Service level

Access to Document

10.1007/978-3-030-38724-2_6

Cite this

Cohen, Y., Reis, J., & Amorim, M. (2020). Empirical Analysis of Call Center Load & Service Level for Shift Planning. In H. Nóvoa, M. Dragoicea, & N. Kühl (Eds.), Exploring Service Science - 10th International Conference, IESS 2020, Proceedings (pp. 79-91). (Lecture Notes in Business Information Processing; Vol. 377 LNBIP). Springer. https://doi.org/10.1007/978-3-030-38724-2_6

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abstract = "This study characterizes call-center workload as a daily profile, and tests the effects of the “day-of-the-week” on the daily load profile. It then, tests the hypothesis that the service load of incoming calls is correlated with the number of abandoned calls. The analysis main conclusions are: (1) Regular workdays share similar hourly call profile, and same rush hours. (2) Weekend hourly profile is substantially different than the workdays{\textquoteright} profiles. (3) Regular workdays share similar profile of hourly abandoned calls. (4) There is a strong correlation between load profiles and profiles of abandoned calls. The discussion which follows summarizes the findings, reports on the same findings at another call center, and suggest a technique for curve fitting to the demand profile, and for computing the required workforce. The analysis process and the workforce planning could be applied on other call centers, and used as a basis for comparison.",

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Cohen, Y, Reis, J & Amorim, M 2020, Empirical Analysis of Call Center Load & Service Level for Shift Planning. in H Nóvoa, M Dragoicea & N Kühl (eds), Exploring Service Science - 10th International Conference, IESS 2020, Proceedings. Lecture Notes in Business Information Processing, vol. 377 LNBIP, Springer, pp. 79-91, 10th International Conference on Exploring Service Science, IESS 2020, Porto, Portugal, 5/02/20. https://doi.org/10.1007/978-3-030-38724-2_6

Empirical Analysis of Call Center Load & Service Level for Shift Planning. / Cohen, Yuval; Reis, Joao; Amorim, Marlene.
Exploring Service Science - 10th International Conference, IESS 2020, Proceedings. ed. / Henriqueta Nóvoa; Monica Dragoicea; Niklas Kühl. Springer, 2020. p. 79-91 (Lecture Notes in Business Information Processing; Vol. 377 LNBIP).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

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Empirical Analysis of Call Center Load & Service Level for Shift Planning

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Keywords

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