International Journal of Science and Research (IJSR)

International Journal of Science and Research (IJSR)
Open Access | Fully Refereed | Peer Reviewed

ISSN: 2319-7064


Downloads: 153

Research Paper | Mathematics | Albania | Volume 6 Issue 10, October 2017


Limited Agents Mix-Training in Operations ? A Call Center Case

Ditila Ekmekciu


Abstract: The operations of an inbound call center are difficult to handle, there is important uncertainty in the arrival rates estimates, and the operation is usually depending on severe service level restrictions. This paper is inspired by the work with an outsourcing call center where projects involve an inbound help desk depending on a service level agreement (SLA). Services of support are very specialized and an important training investment is needed and this kind of investment cannot be transferred to other projects. In this work, it will be analyzed the possibility of cross training a group of agents in order to serve calls from two different projects. This process is called a partial merging. This paper looks for quantifying the advantages of partial merging and characterizing the circumstances under which merging is more profitable. It will be seen that low levels of cross training produce important profit.


Keywords: mix-training, call center, uncertain arrival rates, sla


Edition: Volume 6 Issue 10, October 2017,


Pages: 147 - 152


How to Cite this Article?

Ditila Ekmekciu, "Limited Agents Mix-Training in Operations ? A Call Center Case", International Journal of Science and Research (IJSR), https://www.ijsr.net/get_abstract.php?paper_id=ART20177085, Volume 6 Issue 10, October 2017, 147 - 152

How to Share this Article?

Enter Your Email Address


Similar Articles with Keyword 'sla'

Downloads: 179 | Monthly Hits: ⮙2

Research Paper, Mathematics, China, Volume 9 Issue 7, July 2020

Pages: 1277 - 1281

Different Numerous Systems Correspond to Different Universes: Revealing the Secret behind Nikola Tesla Code of 3, 6, 9

Tao Jia

Share this Article

Downloads: 0

Research Paper, Mathematics, India, Volume 10 Issue 9, September 2021

Pages: 1247 - 1257

Natural Number System and Its Fundamental Relationships (Proof of Fermat's Last Theorem)

Sugesh Krishna C. P.

Share this Article
Top