Full Text Available
Note: Clicking the button above will open the full text document at the original institutional repository in a new window.
Call centre design, operation and optimisation : a structured and scientific based approach
Thesis (MScEng (Industrial Engineering))--University of Stellenbosch, 2008.
Saved in:
| Main Author: | |
|---|---|
| Other Authors: | |
| Format: | Thesis |
| Language: | English |
| Published: |
Stellenbosch : University of Stellenbosch
2008
|
| Subjects: | |
| Tags: |
No Tags, Be the first to tag this record!
|
| _version_ | 1867614134914252800 |
|---|---|
| access_status_str | Open Access |
| author | Du Preez, Johan Joubert |
| author2 | Schutte, C. S. L. |
| author_browse | Du Preez, Johan Joubert Schutte, C. S. L. |
| author_facet | Schutte, C. S. L. Du Preez, Johan Joubert |
| author_sort | Du Preez, Johan Joubert |
| collection | Thesis |
| dc_rights_str_mv | University of Stellenbosch |
| description | Thesis (MScEng (Industrial Engineering))--University of Stellenbosch, 2008. |
| format | Thesis |
| id | oai:scholar.sun.ac.za:10019.1/2658 |
| institution | Stellenbosch University (South Africa) |
| language | English |
| last_indexed | 2026-06-10T12:47:13.037Z |
| license_str | Other — see source repository |
| provenance_str_mv | Harvested via OAI-PMH from SUNScholar — Stellenbosch University Repository |
| publishDate | 2008 |
| publishDateRange | 2008 |
| publishDateSort | 2008 |
| publisher | Stellenbosch : University of Stellenbosch |
| publisherStr | Stellenbosch : University of Stellenbosch |
| record_format | dspace |
| source_str | SUNScholar — Stellenbosch University Repository |
| spelling | oai:scholar.sun.ac.za:10019.1/2658 Call centre design, operation and optimisation : a structured and scientific based approach Du Preez, Johan Joubert Schutte, C. S. L. University of Stellenbosch. Faculty of Engineering. Dept. of Industrial Engineering. Workforce management Performance management Operations research Dissertations -- Industrial engineering Theses -- Industrial engineering Call centers -- Design Thesis (MScEng (Industrial Engineering))--University of Stellenbosch, 2008. Call centres form an increasingly important part of the modern day business environment and perform an important role in the strategic and operational aspects of organisations. Call centres have emerged and developed to provide efficient and cost effective communication channels between organisations and their customers. Call centres are often the largest or only channel used to access customers or for customers to access organisations. Early call centres were seen as cost centres and operated in a similar manner, often resulting in poor and unsatisfactory performance. Modern call centres are being approached in a different way. They are aligned with the strategic objectives of the organisation and are seen as performance centres and revenue drivers. Modern call centres are dynamic and complex organisations, both technologically and operationally. Performance objectives are often conflicting and controlling parameters have to be finely balanced in a volatile environment. It is therefore imperative to utilise call centres effectively and efficiently. This can only be achieved by a structured and scientific operations research based approach. The research was initiated by the requirement of a call centre design and implementation as part of a larger business process reengineering project. The thesis provides an overview of the call centre environment and operational aspects. A structured call centre design model is reviewed and two aspects namely workforce management and performance management are found to form the core of the design and operations activities. The call centre design model is then integrated with the proposed workforce management and performance management models. These models are developed using scientific operations research approach. The structured modelling approach is then used to guide the design, operation, and optimisation of the call centre of the case study. The structured and scientific operations research based approach proved to be of great significance when confronted with the dynamic and complex call centre environment. Through using the structured approach the design, operation, and optimisation activities could be conducted successfully and performance objectives were reached. 2008-06-12T09:52:26Z 2010-06-01T08:54:38Z 2008-06-12T09:52:26Z 2010-06-01T08:54:38Z 2008-03 Thesis http://hdl.handle.net/10019.1/2658 en University of Stellenbosch application/pdf Stellenbosch : University of Stellenbosch |
| spellingShingle | Workforce management Performance management Operations research Dissertations -- Industrial engineering Theses -- Industrial engineering Call centers -- Design Du Preez, Johan Joubert Call centre design, operation and optimisation : a structured and scientific based approach |
| title | Call centre design, operation and optimisation : a structured and scientific based approach |
| title_full | Call centre design, operation and optimisation : a structured and scientific based approach |
| title_fullStr | Call centre design, operation and optimisation : a structured and scientific based approach |
| title_full_unstemmed | Call centre design, operation and optimisation : a structured and scientific based approach |
| title_short | Call centre design, operation and optimisation : a structured and scientific based approach |
| title_sort | call centre design operation and optimisation a structured and scientific based approach |
| topic | Workforce management Performance management Operations research Dissertations -- Industrial engineering Theses -- Industrial engineering Call centers -- Design |
| url | http://hdl.handle.net/10019.1/2658 |
| work_keys_str_mv | AT dupreezjohanjoubert callcentredesignoperationandoptimisationastructuredandscientificbasedapproach |