X-Tech 2012 Proceding

discussion of Proceeding for the school of technology conference SENSITIVITY abstract ON VARYING ERLANG-PARAMETERS WITH APPLICATION TO A CALL union DATA By Ajala Bolarinwa Olumide, Lagos State Polytechnic, School of Part Time Studies, Surulere Campus, Surulere. netmail: ogafomi@yahoo.com ABSTRACT chit-chat centre operation is a kernel devised to enable customers of a particular firm (say telecommunication) make enquiries via their mobilise by dialing special hails of their service provider. In Nigeria, the habitual problem that is mostly encountered is either dropped calls or abandonment from the tele-queue in which prospective callers were subjected to, due to under staffing of employees or negligence on the part of the agents (servers). Using the Erlang A model, the emphasis of this research bring is on sensitivity compendium on varying number of agents, arrival rate, service time and patience time of callers as a measure to find out fraction of abandoning incoming calls, honest time spent on queue and the average queue length for a specified period. We obtained the appropriate staffing of agents in magnitude to reduce fraction of abandoning inbound calls from 8% to a minimum of less than or equal to 2%.Graphical analysis of the results obtained were in like manner displayed. .

Conclusively, as the arrival rate increases, the number of agents should also increase for the call center to perform optimally Keywords Call center; Tele-queue; Abandonment; Voice response unit; Erlang A. Erlang. C. 1 INTRODUCTION Telephone call centers allow groups of agents to serve customers remotely, via the telephone. They nominate become a primary contact point between customers and their service providers and, as such, play an increasingly significant federal agency in developed economies. For example, it is estimated that call centers handled more than 70% of all stem turn: Technology as a catalyst for self-Reliance in an Emerging Economy Tuesday 19th 21th Thursday 2012 Volume 1 Book of Proceeding for the... If you want to get a full essay, order it on our website: Ordercustompaper.com

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