The Relationship Between Service Work-load Time and Service Level: Call Center Operation Perspective

초록

The purpose of this research is using the call center's operational data, determine whether the service worker's processing speed is affected by the following workload: The relationship among the following workload on service time and service level were validated with hypotheses. For the empirical analysis, operational data from call center services in airline company are used. Using regression analysis, we observe a clear pattern of increasing service time (Aband Call, Average Hold Time, Average Handle Time) when the following workload is perceived as high. It reduces the level of service. Using operational data from call center services, we show that the service time is increased by the following workload. We find that workers decelerate the service level as following workload increases. there is negative curved relationship between following workload on service time and service level. This means that if you feel that there is more work than a certain level, you cannot guarantee a consistent service level of the Customer Service Representative (CSR). If the call time (Aband Call, Average Hold Time, Average Handle Time), continues to increase, the call response time increases while service rate maintains. The provision of low service levels can be predicted due to delay in response time.

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