Abstract
Our paper provides a method to manage sustainable service levels in call centers. We defined a service level management process and a related capacity and workforce management that considers Erlang-A operational model for staffing levels. Based on such model, we compute the minimum sustainable price for a service contract based on the fixed service levels, and enable transparent pricing against a certified service level. The model has been implemented in a tool and are being tested in real call centers. © 2011 IEEE.
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CITATION STYLE
Barroero, T., Motta, G., & Durante, M. (2011). Sustainable service level agreements. In Proceedings - 2011 IEEE International Conference on Services Computing, SCC 2011 (pp. 679–684). https://doi.org/10.1109/SCC.2011.117
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