Allocating shared resources optimally for call center operations and knowledge management activities

Abhijeet Ghoshal, Alok Gupta, Mani R Subramani

Research output: Chapter in Book/Report/Conference proceedingConference contribution

1 Scopus citations

Abstract

We study a problem where manager of a call center should optimally allocate available resources (man-hours) to call handling and document creation (for knowledge management) tasks. The call center helps service engineers (performing equipment maintenance at client sites) in resolving problems that engineers face during the maintenance activities. Often when an engineer calls, he/she has to wait in a queue when all the call center professionals are busy, leading to wastage of production hours of the engineer. To avoid this situation, call center professionals also create documents addressing problems commonly faced by the engineers and make them available to the engineers through a knowledge management repository. Thus, the problem is to find an optimal allocation of call center resources so that the average waiting time in the queue is minimized. We analyze the model that reveals several important and counterintuitive insights and provide guidelines for managers of the call center.

Original languageEnglish (US)
Title of host publicationInternational Conference on Information Systems, ICIS 2012
Pages4405-4414
Number of pages10
StatePublished - Dec 1 2012
EventInternational Conference on Information Systems, ICIS 2012 - Orlando, FL, United States
Duration: Dec 16 2012Dec 19 2012

Publication series

NameInternational Conference on Information Systems, ICIS 2012
Volume5

Other

OtherInternational Conference on Information Systems, ICIS 2012
CountryUnited States
CityOrlando, FL
Period12/16/1212/19/12

Keywords

  • Business process modeling
  • Knowledge management
  • Service management

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    Ghoshal, A., Gupta, A., & Subramani, M. R. (2012). Allocating shared resources optimally for call center operations and knowledge management activities. In International Conference on Information Systems, ICIS 2012 (pp. 4405-4414). (International Conference on Information Systems, ICIS 2012; Vol. 5).