Managing Learning and Turnover in Employee Staffing
Operations Research
Commissioned Paper: Telephone Call Centers: Tutorial, Review, and Research Prospects
Manufacturing & Service Operations Management
Introduction to Probability Models, Ninth Edition
Introduction to Probability Models, Ninth Edition
Fair Dynamic Routing in Large-Scale Heterogeneous-Server Systems
Operations Research
Routing to Manage Resolution and Waiting Time in Call Centers with Heterogeneous Servers
Manufacturing & Service Operations Management
Dispatching to incentivize fast service in multi-server queues
ACM SIGMETRICS Performance Evaluation Review
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Amathematical model is developed to help analyze the benefit in contact-center performance obtained from increasing employee (agent) retention, which is in turn obtained by increasing agent job satisfaction. The contact-center performance may be restricted to a traditional productivity measure such as the number of calls answered per hour, or it may include a broader measure of the quality of service, e.g., revenue earned per hour or the number of problems successfully resolved per hour. The analysis is based on an idealized model of a contact center in which the number of employed agents is constant over time, assuming that a new agent is immediately hired to replace each departing agent. The agent employment periods are assumed to be independent and identically distributed random variables with a general agent-retention probability distribution, which depends on management policy and actions. The steady-state staff-experience distribution is obtained from the agent-retention distribution by applying renewal theory. An increasing real-valued function specifies the average performance as a function of agent experience. Convenient closed-form expressions for the overall performance as a function of model elements are derived when either the agent-retention distribution or the performance function has exponential structure. Management actions may cause the agent-retention distribution to change. The model describes the consequences of such changes on the long-run average staff experience and the long-run average performance.