Sustainable Service Level Agreements

descriptionPublicationkeyboard_double_arrow_right Article , Conference object 01 Jul 2011Publisher:IEEEJournal:2011 IEEE International Conference on Services Computing

Authors: Thiago Barroero; Gianmario Motta; Marco Durante;

doi: 10.1109/scc.2011.117

Sustainable Service Level Agreements

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Abstract

Our paper provides a method to manage sustainable service levels in call centers. We defined a service level management process and a related capacity and workforce management that considers Erlang-A operational model for staffing levels. Based on such model, we compute the minimum sustainable price for a service contract based on the fixed service levels, and enable transparent pricing against a certified service level. The model has been implemented in a tool and are being tested in real call centers.

Related Organizations

University of Pavia
Italy

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