MODELING THE WORK OF THE CENTER FOR THE SERVICE OF CHALLENGES
Journal Title: Международный научный журнал "Интернаука" - Year 2018, Vol 2, Issue 21
Abstract
The main way to contact a customer with the company whose services he wants to use is the call center. Construction of the structure of the work of such centers is a technical task. However, the result of solving this problem directly affects the values of indicators, which, in turn, have an economic subtext. From these indicators, the profit of the company also depends. The purpose of this work is to simulate the work of the contact center of the interbank payment system and obtain the values of characteristics in which quality service indicators will be acceptable. The subject of study is the model of contact center operation. Simulation of such a system is a dynamic process. Modification of the model may take into account the availability of a voice menu system. At the moment, such systems are the most up-to-date developments in this field and make the operation of the contact center maximized, since it significantly unloads the load on operators. In most of the works, telephone call centers are modeled and approaches are used based on the "classical" theory of mass service. Mathematical models should take into account factors such as customer impatience, denial of service, stationary or non-stationary characteristics.
Authors and Affiliations
Vladyslav Kutsobin
Keywords
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