DocumentCode
3149707
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
fYear
2011
fDate
4-9 July 2011
Firstpage
679
Lastpage
684
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;
fLanguage
English
Publisher
ieee
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
Type
conf
DOI
10.1109/SCC.2011.117
Filename
6009322
Link To Document