Date Approved
6-11-2015
Embargo Period
3-3-2020
Document Type
Thesis
Degree Name
M.S. Engineering Management
Department
Civil and Environmental Engineering
College
Henry M. Rowan College of Engineering
Advisor
Lalovic-Hand, Mira
Subject(s)
Call centers--Management; Customer services--Management
Disciplines
Operations Research, Systems Engineering and Industrial Engineering
Abstract
Quality of a call center performance is an important factor in insuring customer satisfaction. Customers, the "callers", want their requests solved quickly, permanently and to their satisfaction. Often, there are staff constraints, budget or cost limitation, and the Service Level Agreement (SLA) which is resource availability to accomplish a task within a deadline. The purpose of this research is to analyze feasible approaches to minimize the long-lasting open requests and enhance a call center's performance. Multiple challenges that a call center often faces in handling requests are studied to identify key bottlenecks in the process of handling requests. Rowan University support desk is used as a case study. The focus of this study is on over-extended unsolved requests under set of specific constraints. The following two alternative solutions were investigated and compared. One involves reorganizing the routing procedure, which would allow a ticket to be rerouted to the specialists. The other scenario investigates an increase in staff and efficiencies that would come with it. The research will show that with minimal effort in rerouting the unsolved tickets, we can decrease average handling time which simultaneously increases the total number of resolved tickets and minimize total processing time.
Recommended Citation
Jafari, Niusha, "Minimizing average handling time in contact centers by introducing a new process: Rowan Support Desk case study" (2015). Theses and Dissertations. 499.
https://rdw.rowan.edu/etd/499
