Purpose: To develop a call center staffing approach for a new product release integrating supply chain logistics, product reliability, call volume, and existing call center staffing. Summary: The implementation of customer relationship management simply may not increase profitability. The organizations should develop a systems approach to facilitate the management of customer relationships to start with, before implementation. Two important areas for implementing customer relationship management are call centers and warranty. Call centers serve are used for solving component-level problems associated with products sold by some industries without which many products would be returned, in whole, by unsatisfied customers causing substantial losses to the organization. A call center can provide technical assistance to the end user over the phone. It is common for call centers to assist end users through a series of steps that will make a purchased product such as an electronic item or software package operational. Proper staffing will often prevent the return of the product and maintain the goodwill of the customer. This is especially true when problems associated with a product reliability issue require the call center operations to serve as frontline support. This article investigates statistical techniques that can be used for the analysis of the data collected within warranty databases.
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