Title :
Sustainable Service Level Agreements
Author :
Barroero, Thiago ; Motta, Gianmario ; Durante, Marco
Author_Institution :
Dept. of Comput. Eng. & Syst. Sci., Univ. of Pavia, Pavia, Italy
Abstract :
Our paper provides a method to manage sustainable service levels in call centers. We defined a service level management process and a related capacity and workforce management that considers Erlang-A operational model for staffing levels. Based on such model, we compute the minimum sustainable price for a service contract based on the fixed service levels, and enable transparent pricing against a certified service level. The model has been implemented in a tool and are being tested in real call centers.
Keywords :
call centres; contracts; pricing; Erlang-A operational model; call centers; minimum sustainable price; service contract; sustainable service level agreement; sustainable service level management; transparent pricing; workforce management; Analytical models; Computational modeling; Estimation; Gallium nitride; Job shop scheduling; Manufacturing; Testing; Call centers; Erlang A; performance management; quality of service; queueing model; service level management; sustainable service levels;
Conference_Titel :
Services Computing (SCC), 2011 IEEE International Conference on
Conference_Location :
Washington, DC
Print_ISBN :
978-1-4577-0863-3
Electronic_ISBN :
978-0-7695-4462-5
DOI :
10.1109/SCC.2011.117
