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Operations Research, Systems Engineering and Industrial Engineering Commons

Open Access. Powered by Scholars. Published by Universities.®

University of Tennessee, Knoxville

2010

Masters Theses

Reliability

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Full-Text Articles in Operations Research, Systems Engineering and Industrial Engineering

A Call Center Simulation Study: Comparing The Reliability Of Cross-Trained Agents To Specialized Agents, Louis Franklin Ali Iii May 2010

A Call Center Simulation Study: Comparing The Reliability Of Cross-Trained Agents To Specialized Agents, Louis Franklin Ali Iii

Masters Theses

Call centers are an important function of most companies’ day to day business activities. They are often the link between a company and its customers and hugely impact the customer’s perspective or point of view (POV) of a company. A call center in the most general sense is a place, representing a business, which receives inbound calls from customers and/or makes outbound calls to customers, the latter being most commonly referred to as telemarketing. There was a time when a typical call center strictly consisted of agents who handled inbound/outbound calls; these agents are considered specialized agents ...