Call centre optimisation
Friday, August 28, 2009 - 23:50
in Mathematics & Economics
'Your call is very valuable to us please stay on the line until one of our busy advisors becomes available to take your call.' An all-too familiar initiation to the world of helpdesks and customer support. Now, researchers in Kuwait have discovered that adding just one more representative to a telephone call centre for employee technical support was enough to cut queuing time and costs. Their findings might be extrapolated to the general case for call centres across the globe...