Show simple item record

dc.contributor.authorKıygı-Çallı, Meltem
dc.contributor.authorWeverbergh, Marcel
dc.contributor.authorFranses, Philip Hans
dc.date.accessioned2021-04-30T13:03:02Z
dc.date.available2021-04-30T13:03:02Z
dc.date.issued2021-07
dc.identifier.issn01482963
dc.identifier.urihttps://hdl.handle.net/20.500.12469/4009
dc.description.abstractThis study investigates manpower planning and the performance of a national call center for scheduling car repairs and responding to road interventions. We model the impact of advertising on the required capacity and develop a forecasting model for incoming calls, where the impact of direct-response advertising is considered. With the estimation results, we forecast the number of incoming calls to the call center. Next, the forecasts are input into the capacity planning simulation module to directly simulate a service process at the highly disaggregated level. This simulation mimics the service level requirements and queue behavior and shows that the call center is operating at a high level of efficiency and performance. We illustrate that advertising may cause a temporary overload of the system and increase the number of abandoned calls, which is suboptimal for call center performance.en_US
dc.language.isoEnglishen_US
dc.publisherElsevier Inc.en_US
dc.subjectCall centeren_US
dc.subjectCapacity managementen_US
dc.subjectDiscrete event simulationen_US
dc.subjectOR in marketingen_US
dc.subjectService operationsen_US
dc.titleForecasting time-varying arrivals: Impact of direct response advertising on call center performanceen_US
dc.typeArticleen_US
dc.identifier.startpage227en_US
dc.identifier.endpage240en_US
dc.relation.journalJournal of Business Researchen_US
dc.identifier.doi10.1016/j.jbusres.2021.03.014en_US
dc.contributor.khasauthorKıygı-Çallı, Meltemen_US


Files in this item

Thumbnail

This item appears in the following Collection(s)

Show simple item record