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

Keywords

  • Call Center
  • Key Performance Indicators
  • Statistical Data Analysis

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  • 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.