Performance analysis of a call center with interactive voice response units

Top ◽  
2004 ◽  
Vol 12 (1) ◽  
pp. 91-110 ◽  
Author(s):  
Raj Srinivasan ◽  
Jérome Talim ◽  
Jinting Wang
Keyword(s):  
Performance Analysis ◽  
Call Center ◽  
Interactive Voice Response ◽  
Voice Response

scholarly journals Optimasi Tingkat Layanan Call Center Jasa Teleponi Dasar: Kajian Regulasi

2019 ◽  
Vol 9 (3) ◽  
pp. 151
Author(s):  
Hendro Purwadi
Keyword(s):  
Waiting Time ◽  
Call Center ◽  
Interactive Voice Response ◽  
Demand Curve ◽  
Comparative Method ◽  
Supply And Demand ◽  
Service Level ◽  
Time Intervals ◽  
Business Approach ◽  
Voice Response

Service level in the call center is calculated based on the number of calls answered during the certain time intervals compared to the total number of calls received. The measurement of service level on the call center operator starts when the caller presses the menu to talk to the  operator on interactive voice response (IVR) menu, and is expressed as a percentage. The higher expected percentage of service level will be higher the needs of operator in the services.  Regulation in Indonesia determines service level for the call center of Basic Telephony Services is in the amount of more than or equal to 90% in 30 seconds. The author uses a business approach to the operational of the call center to analyze existing statutory data. Through the comparative method between operator occupancy and the costs required for the operation of call center using supply and demand curve, the optimum service level value at the call center of Basic Telephony Services can be known, which is 85% in 25 seconds. This means that 85% of incoming calls must be answered by the operator with a maximum waiting time of 25 seconds.

scholarly journals Development of models of call center with the system of interactive voice response

2015 ◽  
Vol 4 (3(24)) ◽  
pp. 4
Author(s):  
Олександр Іванович Федюшин ◽  
Олексій Іванович Баленко
Keyword(s):  
Call Center ◽  
Interactive Voice Response ◽  
Voice Response

Call Center Technology and Interactive Voice Response Based VoIP

2014 ◽  
Vol 20 (10) ◽  
pp. 2030-2033
Author(s):  
M. Firdaus ◽  
Warnia Nengsih ◽  
Ibnu Surya
Keyword(s):  
Call Center ◽  
Interactive Voice Response ◽  
Voice Response

Tandem queueing system with impatient customers as a model of call center with Interactive Voice Response

2013 ◽  
Vol 70 (6) ◽  
pp. 440-453 ◽  
Author(s):  
Chesoong Kim ◽  
Alexander Dudin ◽  
Sergey Dudin ◽  
Olga Dudina
Keyword(s):  
Call Center ◽  
Queueing System ◽  
Interactive Voice Response ◽  
Impatient Customers ◽  
Voice Response

Designing a call center with an IVR (Interactive Voice Response)

2010 ◽  
Vol 66 (3) ◽  
pp. 215-237 ◽  
Author(s):  
Polyna Khudyakov ◽  
Paul D. Feigin ◽  
Avishai Mandelbaum
Keyword(s):  
Call Center ◽  
Interactive Voice Response ◽  
Voice Response

Interactive Voice Response Mashup System for Service Enhancement

2013 ◽  
Vol 1 (2) ◽  
pp. 100-108 ◽  
Author(s):  
Imran Ahmed ◽  
Sunil Kumar Kopparapu
Keyword(s):  
Interactive Voice Response ◽  
Voice Response

Conducting longitudinal studies of behavior using interactive voice response technology

1997 ◽  
Vol 2 (1) ◽  
pp. 21-31 ◽  
Author(s):  
James C. Mundt ◽  
John S. Searles ◽  
M. W. Perrine ◽  
Dan Walter
Keyword(s):  
Longitudinal Studies ◽  
Interactive Voice Response ◽  
Voice Response
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