Arena Material: chapter 5 - AS Nida
Arena Material: chapter 5 - AS Nida Arena Material: chapter 5 - AS Nida
odel 5-3: Overall Call-Center Stats etup Develop an overall operational-cost measure Two cost categories – staffing/resource, and poor service Also develop overall measure of service, % of calls rejected Also add options for increased staffing, improvement Make 5 replications, focus on weekly costs IID replications, so will not carry over back-office research
odel 5-3: Overall Call-Center Stats taffing/Resource Costs Resource data module – hourly costs for people $20/hr. for each sales staffer $18/hr. - $20/hr. for each tech-support, depending on skill These salary costs paid when on duty, busy or idle Summing, get $12,820/week (details in text) View all this existing staff as fixed
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- Page 3 and 4: hat We’ll Do ... (cont’d.) Mode
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odel 5-3: Overall Call-Center Stats<br />
etup<br />
Develop an overall operational-cost measure<br />
Two cost categories – staffing/resource, and poor service<br />
Also develop overall measure of service, % of<br />
calls rejected<br />
Also add options for increased staffing,<br />
improvement<br />
Make 5 replications, focus on weekly costs<br />
IID replications, so will not carry over back-office research
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