A call-center kpis analysis

Do hours of the day affect the call center performance?

Negin Mehrbod, Ahmad Mehrbod, António Grilo, Carlos Vasconcelos

Research output: Contribution to conferencePaper

1 Citation (Scopus)

Abstract

Telephone call centers have become an important part of the operations of many large organizations. Call centers' managers can use Data Analytics solutions in the decision-making process. Key Performance Indicators (KPIs) are management metrics to analyze the functionality of a call center. In this paper, contact data of a call center collected during six months has been used in order to analyze the performance of the call center and the effect of working hours in a day on the KPIs. The result shows negative impact of the long working hours on the performance of agents that can affect customer satisfaction.

Original languageEnglish
Publication statusPublished - 2017
Event47th International Conference on Computers and Industrial Engineering: How Digital Platforms and Industrial Engineering are Transforming Industry and Services, CIE 2017 - Lisbon, Portugal
Duration: 11 Oct 201713 Oct 2017

Conference

Conference47th International Conference on Computers and Industrial Engineering: How Digital Platforms and Industrial Engineering are Transforming Industry and Services, CIE 2017
CountryPortugal
CityLisbon
Period11/10/1713/10/17

Fingerprint

Customer satisfaction
Telephone
Managers
Decision making

Keywords

  • Call Center
  • Key Performance Indicators
  • Statistical Data Analysis

Cite this

Mehrbod, N., Mehrbod, A., Grilo, A., & Vasconcelos, C. (2017). A call-center kpis analysis: Do hours of the day affect the call center performance?. Paper presented at 47th International Conference on Computers and Industrial Engineering: How Digital Platforms and Industrial Engineering are Transforming Industry and Services, CIE 2017, Lisbon, Portugal.
Mehrbod, Negin ; Mehrbod, Ahmad ; Grilo, António ; Vasconcelos, Carlos. / A call-center kpis analysis : Do hours of the day affect the call center performance?. Paper presented at 47th International Conference on Computers and Industrial Engineering: How Digital Platforms and Industrial Engineering are Transforming Industry and Services, CIE 2017, Lisbon, Portugal.
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Mehrbod, N, Mehrbod, A, Grilo, A & Vasconcelos, C 2017, 'A call-center kpis analysis: Do hours of the day affect the call center performance?' Paper presented at 47th International Conference on Computers and Industrial Engineering: How Digital Platforms and Industrial Engineering are Transforming Industry and Services, CIE 2017, Lisbon, Portugal, 11/10/17 - 13/10/17, .

A call-center kpis analysis : Do hours of the day affect the call center performance? / Mehrbod, Negin; Mehrbod, Ahmad; Grilo, António; Vasconcelos, Carlos.

2017. Paper presented at 47th International Conference on Computers and Industrial Engineering: How Digital Platforms and Industrial Engineering are Transforming Industry and Services, CIE 2017, Lisbon, Portugal.

Research output: Contribution to conferencePaper

TY - CONF

T1 - A call-center kpis analysis

T2 - Do hours of the day affect the call center performance?

AU - Mehrbod, Negin

AU - Mehrbod, Ahmad

AU - Grilo, António

AU - Vasconcelos, Carlos

N1 - Sem PDF. Horizon 2020

PY - 2017

Y1 - 2017

N2 - Telephone call centers have become an important part of the operations of many large organizations. Call centers' managers can use Data Analytics solutions in the decision-making process. Key Performance Indicators (KPIs) are management metrics to analyze the functionality of a call center. In this paper, contact data of a call center collected during six months has been used in order to analyze the performance of the call center and the effect of working hours in a day on the KPIs. The result shows negative impact of the long working hours on the performance of agents that can affect customer satisfaction.

AB - Telephone call centers have become an important part of the operations of many large organizations. Call centers' managers can use Data Analytics solutions in the decision-making process. Key Performance Indicators (KPIs) are management metrics to analyze the functionality of a call center. In this paper, contact data of a call center collected during six months has been used in order to analyze the performance of the call center and the effect of working hours in a day on the KPIs. The result shows negative impact of the long working hours on the performance of agents that can affect customer satisfaction.

KW - Call Center

KW - Key Performance Indicators

KW - Statistical Data Analysis

UR - http://www.scopus.com/inward/record.url?scp=85040936880&partnerID=8YFLogxK

M3 - Paper

ER -

Mehrbod N, Mehrbod A, Grilo A, Vasconcelos C. A call-center kpis analysis: Do hours of the day affect the call center performance?. 2017. Paper presented at 47th International Conference on Computers and Industrial Engineering: How Digital Platforms and Industrial Engineering are Transforming Industry and Services, CIE 2017, Lisbon, Portugal.