Analytical Call Center Model with Voice Response Unit and Wrap-Up Time

Abstract

The last twenty years of computer integration significantly changed the process of service in a call center service systems. Basic building modules of classical call centers – a switching system and a group of humans agents – was extended with other special modules such as skills-based routing module, automatic call distribution module, interactive voice response module and others to minimize the customer waiting time and wage costs. A calling customer of a modern call center is served in the first stage by the interactive voice response module without any human interaction. If the customer requirements are not satisfied in the first stage, the service continues to the second stage realized by the group of human agents. The service time of second stage – the average handle time – is divided into a conversation time and wrap-up time. During the conversation time, the agent answers customer questions and collects its requirements and during the wrap-up time (administrative time) the agent completes the task without any customer interaction. The analytical model presented in this contribution is solved under the condition of statistical equilibrium and takes into account the interactive voice response module service time, the conversation time and the wrap-up time.