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 Citation (Scopus)

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
Volume5
StatePublished - Dec 1 2012
EventInternational Conference on Information Systems, ICIS 2012 - Orlando, FL, United States
Duration: Dec 16 2012Dec 19 2012

Other

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

Fingerprint

Call Centres
call center
Operations Management
Knowledge Management
Knowledge management
knowledge management
engineer
Engineers
Resources
resources
Queue
Maintenance
Managers
manager
Optimal Allocation
Waiting Time
Repository
Management activities
Operations management
Call centres

Keywords

  • Business process modeling
  • Knowledge management
  • Service management

Cite this

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 (Vol. 5, pp. 4405-4414)

Allocating shared resources optimally for call center operations and knowledge management activities. / Ghoshal, Abhijeet; Gupta, Alok; Subramani, Mani R.

International Conference on Information Systems, ICIS 2012. Vol. 5 2012. p. 4405-4414.

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

Ghoshal, A, Gupta, A & Subramani, MR 2012, Allocating shared resources optimally for call center operations and knowledge management activities. in International Conference on Information Systems, ICIS 2012. vol. 5, pp. 4405-4414, International Conference on Information Systems, ICIS 2012, Orlando, FL, United States, 12/16/12.
Ghoshal A, Gupta A, Subramani MR. Allocating shared resources optimally for call center operations and knowledge management activities. In International Conference on Information Systems, ICIS 2012. Vol. 5. 2012. p. 4405-4414
Ghoshal, Abhijeet ; Gupta, Alok ; Subramani, Mani R. / Allocating shared resources optimally for call center operations and knowledge management activities. International Conference on Information Systems, ICIS 2012. Vol. 5 2012. pp. 4405-4414
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