文章基本信息

标题：Improving operational measures in a financial institute call center: a case study
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作者：Yuval Cohen ; Shai Rozenes
期刊名称：Brazilian Journal of Operations & Production Management
印刷版ISSN：1679-8171
出版年度：2017
卷号：14
期号：2
页码：204-209
语种：English
出版社：Associação Brasileira de Engenharia de Produção (ABEPRO)
摘要：This article presents a case study that shows the impact of a proposed method of performance measures in a call center service system in one of the largest financial institutions in Israel. It proposes a policy for load-reduction in the peak hours coupled with an improvement in the automated routing of customers’ calls. The case study shows the system's current state, and offers improvements to shorten the overall service time while increasing utilization of service personnel in order to decrease the abandon rate (AR) and increase service quality. The article starts by introducing the financial institute and its telephone service structure, the unique characteristic of the current service system, the different types of customers and their characteristics, the utilization of the system and emphasizes the phone call duration and AR. In addition, the article shows a simulation of the current state with an analysis of current service. It compares the current system with an alternative service system that aims at improving the main performance measures including average wait time (AWT), service personel utilization time, and customer abandon rate. The proposed system includes additional
关键词：Service System;Simulation;Call Center;Banking Service;Call Center Simulation;Back Office