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- W2052806034 abstract "The key ingredient in a call center’s operational efficiency is labor. Agent turnover remains a major concern for call centers. The top three reasons for turnover are low salary, lack of career path, and burnout. On average, it costs about $10 to a call center for each call, and the cost to bring on a new agent is more than $6,000. The author treats call centers as knowledge-intensive operations that are characterized by extensive knowledge required for each agent, combines control theory and chance-constrained programming in a model for workforce planning that allows for agent learning, and derives steady state workforce levels for different knowledge groups within the call center to minimize total labor-related costs. The objective is to meet stochastic demands with a desired service level. The author applies his model to an actual call center situation in the high-tech industry with adjusted data and discusses the managerial implications." @default.
- W2052806034 created "2016-06-24" @default.
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- W2052806034 date "2004-05-01" @default.
- W2052806034 modified "2023-09-27" @default.
- W2052806034 title "Agent Recruitment Planning in Knowledge-Intensive Call Centers" @default.
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- W2052806034 doi "https://doi.org/10.1177/1094670503262945" @default.
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