The key novelty of the approach is twofold. First, it is complete; for, it provides a complete range of service indicators (based on the new EU standard EN 15838) and it calculates not only the service level to be provided but also the related sustainable price. Second, it considers the case of shared agents. Actually, the well known Erlang C distribution works with dedicated agents, but it is of limited use, since shared agents, who reply to a variety of service calls, are the typical case in the real world. To deal with shared agents, we have developed an extension based on Gamma Distribution. The model has been implemented in a parametric tool, and enables sensitivity analysis by both service providers and service customers, with transparent costs and clearly stated efficiency levels. In this scenario, competition becomes fair and it targets the quality of service.

How to right size customer care? An approach for modeling sustainable Service Level Agreements (SLA).

MOTTA, GIANMARIO PIERO ANTONIO;
2011-01-01

Abstract

The key novelty of the approach is twofold. First, it is complete; for, it provides a complete range of service indicators (based on the new EU standard EN 15838) and it calculates not only the service level to be provided but also the related sustainable price. Second, it considers the case of shared agents. Actually, the well known Erlang C distribution works with dedicated agents, but it is of limited use, since shared agents, who reply to a variety of service calls, are the typical case in the real world. To deal with shared agents, we have developed an extension based on Gamma Distribution. The model has been implemented in a parametric tool, and enables sensitivity analysis by both service providers and service customers, with transparent costs and clearly stated efficiency levels. In this scenario, competition becomes fair and it targets the quality of service.
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Utilizza questo identificativo per citare o creare un link a questo documento: https://hdl.handle.net/11571/226508
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