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Modeling bursts in the arrival process to an emergency call center
Mid Sweden University, Faculty of Science, Technology and Media, Department of Information Systems and Technology.ORCID iD: 0000-0001-9244-8870
Université de Montréal, Canada.
Mid Sweden University, Faculty of Science, Technology and Media, Department of Information Systems and Technology.
(English)In: Article in journal (Refereed) Submitted
National Category
Information Systems
Identifiers
URN: urn:nbn:se:miun:diva-33640OAI: oai:DiVA.org:miun-33640DiVA, id: diva2:1206479
Conference
Winter Simulation Conference 2018
Available from: 2018-05-17 Created: 2018-05-17 Last updated: 2018-05-21Bibliographically approved
In thesis
1. Stochastic Modeling and Management of an Emergency Call Center: A Case Study at the Swedish Emergency CallCenter Provider, SOS Alarm Sverige AB
Open this publication in new window or tab >>Stochastic Modeling and Management of an Emergency Call Center: A Case Study at the Swedish Emergency CallCenter Provider, SOS Alarm Sverige AB
2018 (English)Licentiate thesis, comprehensive summary (Other academic)
Abstract [en]

A key task of managing an inbound call center is in estimating its performance and consequently plan its capacity, which can be considered a complex task since several system variables are stochastic. These issues are highly crucial for certain time-sensitive services, such as emergency call services. Waiting times affect the service quality of call centers in general, but various customers may place different waiting time expectancies depending on the need. Call center managers struggle to find the relationship between these expectations to their strategical, tactical and operational issues. They are assisted by queueing models that approximate the outcome. Simple setups use analytical approximations while a network of multi-skilled agents serving several customer classes is dependent on computer simulations. Regardless of simple or complex setups, models assume that the system components are homogenous, that the components have some parametric distribution, and that they remain the same regardless of the setup. Human resource and marketing research show that such status quo assumptions are not highly reliable. As an example, customer experience is often affected by the skill of the agent, and agents themselves are affected by their workload and duties, which inter alia affect their efficiency. This thesis aim to assist the Swedish emergency call center with a strategical issue, which require detection of some causalities in the set of system components. The overall aim is to design a simulation model, but such model requires a lot of detailed system knowledge, which itself adds to the knowledge gap in the research field. Findings that contribute to the scientific knowledge body include the burst model that addresses some of the non-stationarity of call arrivals, since some rapid rate increments derives from a latent emergency event. Other contributions are the introduction of stochastic agent behavior, which increases the uncertainty in queueing models; and the service time relationship to geographical distance. The latter may involve general evidence on how area-specific understanding and cultural differences affect the quality of service. This is important for organizations that consider off-shoring or outsourcing their call center service. These findings, along with several undiscovered and unknown influencers, are needed in order to design a reliable simulation model. However, the proposed model in this study cannot be rejected, in terms of waiting time replication. This robust model allowed traffic routing strategies to be evaluated and also assisted managers of the emergency call center into a strategical shift in the late 2015.

Place, publisher, year, edition, pages
Sundsvall: Mid Sweden University, 2018. p. 59
Series
Mid Sweden University licentiate thesis, ISSN 1652-8948 ; 141
Keywords
Call Center Management, Burst Modeling, Stochastic Resources, Skills-Based Routing, Discrete-Event-Simulation
National Category
Information Systems
Identifiers
urn:nbn:se:miun:diva-33638 (URN)978-91-88527-58-5 (ISBN)
Presentation
2018-06-13, L111, Mittuniversitetet, Holmgatan 10, Sundsvall, 13:00 (English)
Opponent
Supervisors
Note

Vid tidpunkten för framläggningen av avhandlingen var följande delarbeten opublicerade: delarbete 1 och 3 inskickat.

At the time of the defence the following papers were unpublished: paper 1 and 3 submitted.

Available from: 2018-05-17 Created: 2018-05-16 Last updated: 2018-05-21Bibliographically approved

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Gustavsson, KlasOlsson, Leif

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CiteExportLink to record
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Citation style
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