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Service Quality and Customer Abandonment: a System Dynamics approach to Call Center Management

机译：服务质量和客户放弃：一种呼叫中心管理的系统动力学方法

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The ability to profitably manage the level of resources in a service system can be considered a strategic skill in all those organizations, including no-profit ones and Public Administrations, that aim at providing an added value service to customers as well as balancing the level of service (in terms of quality) with costs. In this paper we will focus on a typical service system inside of which, in every moment, management struggles in order to reach that balance, because of the extremely dynamic behavior of the entire system: a Call Center. Our aim is to show that an efficient management of the customers abandonment and the quality of service offered to customers, can positively impact on a correct resource leveling in the system, which may otherwise be found by means of typical Operations Research or Queuing Theory methods. In particular, we want to show that this can be more easily inferred and understood by resorting to simulation. After introducing some preliminary aspects by means of Queuing Theory (Erlang's formula), we'll first study the problem of customer abandonment (balking and reneging) by simulating a Call Center simple model by means of a process-oriented discrete-time simulation tool (Arena), and then explore a more complex model taking into account customer satisfaction an the quality of the service offered approaching the modelling process of the system by means of System Dynamics. Results show that the level of resources can be further reduced, and that the customer (often thought as an entity external to the system) plays instead an important role on the performance of the whole system, both operationally and economically.
机译：有利地管理服务系统中资源水平的能力可以被认为是所有这些组织的战略技能，包括无利润的组织和公共部门，这旨在为客户提供额外的价值服务以及平衡级别服务（在质量方面）具有成本。在本文中，我们将专注于内部的典型服务系统，在每一刻，管理斗争，以达到这种平衡，因为整个系统的极大动态行为：呼叫中心。我们的目标是表明，对客户的高效管理遗弃和向客户提供的服务质量，可以对系统的正确资源平整产生积极影响，否则可以通过典型的操作研究或排队理论方法找到。特别是，我们希望通过诉诸模拟，可以更容易地推断和了解这一点。通过排队理论（Erlang公式）引入了一些初步方面，我们将首先通过采用进程为导向的离散时间仿真工具来模拟呼叫中心简单模型来研究客户放弃（Balking＆Regeging）的问题（竞技场），然后探索一个更复杂的模型，考虑到客户满意度通过系统动态接近系统建模过程的服务质量。结果表明，资源水平可以进一步减少，而且客户（经常被认为是系统外部的实体）对整个系统的性能进行了重要作用，两者在运行和经济上都是重要的。

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