Abstract
Our paper deals with a contact center dimensioning. The main task of a contact center is to offer services to customers. The most simple and genuine way of communication with the contact center agent is by phone. From the customer satisfaction point of view, the shortest serving time is the most important factor. It is known that the highest operating costs of the contact center are costs for agents. Therefore, we need to choose the right number of agents and effectively utilize them. For contact center dimensioning we can use various models. In this paper, we introduce the Markov M/M/m/K model which offers the broad range of parameters suitable for the contact center sizing, e.g. required number of agents based on the probability of call refusal and probability of call enqueue.
Highlights
The contact center belongs to convergent technologies and allows companies to provide services on four basic platforms: voice, data, video and web.The processing of customer’s phone queries by agents of the contact center is the basic contact center service
The contact center modeled by Markov M/M/m/K model is stable in every traffic load, because in the case of full occupancy each other call is blocked
Calculation of particular parameters in the analysis of the contact center by Markov M/M/m/K model is based on the following reference values:
Summary
The contact center belongs to convergent technologies and allows companies to provide services on four basic platforms: voice, data, video and web. The processing of customer’s phone queries by agents of the contact center is the basic contact center service. Utilization of the self-service Interactive Voice Response (IVR) system is tightly coupled with processing of a telephone call. For the correct operation of the contact center it is necessary to ensure: easy access, one number, access through other media (Internet, GSM, WAP), specialized numbers (for VIP clients or important products), 24/7 availability
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