Risk Mitigation at Call Centers
Climate catastrophes (i.e. tornadoes, hail, hurricanes, etc.) have a significant economic and operational impact on the operation of call centers. It was found that catastrophe events such as hurricanes critically impact the operation of the affected location for a period of two months after the hur...
| Main Authors: | , |
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| Language: | en_US |
| Published: |
Massachusetts Institute of Technology
2018
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| Online Access: | http://hdl.handle.net/1721.1/117627 |
| _version_ | 1826194382745763840 |
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| author | Li, Jin Nieto Valencia, Viviana |
| author_facet | Li, Jin Nieto Valencia, Viviana |
| author_sort | Li, Jin |
| collection | MIT |
| description | Climate catastrophes (i.e. tornadoes, hail, hurricanes, etc.) have a significant economic and operational impact on the operation of call centers. It was found that catastrophe events such as hurricanes critically impact the operation of the affected location for a period of two months after the hurricane has occurred. A sudden increase of demand affects the service level agreement Company X has with its customers due to a shortage of labor resources to attend the inbound calls until the process stabilizes and the location can achieve an adequate service level. Can a company leverage resources from a network of call centers to support impacted locations during a disruptive climate catastrophe event? This study focuses on the development of a call rerouting model. The problem was divided into four main parts: (i) Data preprocessing, (ii) Demand analysis with the use of exponential smoothing, (iii) Capacity analysis using queueing theory and, (iv) Determination of locations to deviate the inbound calls to with the use of a Mixed Integer Linear Programming Model (MILP). In conclusion, the project defines a framework for the company to balance resources during high pressure situations, which can be applied to different types of disruptions in the inbound calls process. |
| first_indexed | 2024-09-23T09:55:16Z |
| id | mit-1721.1/117627 |
| institution | Massachusetts Institute of Technology |
| language | en_US |
| last_indexed | 2024-09-23T09:55:16Z |
| publishDate | 2018 |
| publisher | Massachusetts Institute of Technology |
| record_format | dspace |
| spelling | mit-1721.1/1176272019-04-12T23:16:17Z Risk Mitigation at Call Centers Li, Jin Nieto Valencia, Viviana Climate catastrophes (i.e. tornadoes, hail, hurricanes, etc.) have a significant economic and operational impact on the operation of call centers. It was found that catastrophe events such as hurricanes critically impact the operation of the affected location for a period of two months after the hurricane has occurred. A sudden increase of demand affects the service level agreement Company X has with its customers due to a shortage of labor resources to attend the inbound calls until the process stabilizes and the location can achieve an adequate service level. Can a company leverage resources from a network of call centers to support impacted locations during a disruptive climate catastrophe event? This study focuses on the development of a call rerouting model. The problem was divided into four main parts: (i) Data preprocessing, (ii) Demand analysis with the use of exponential smoothing, (iii) Capacity analysis using queueing theory and, (iv) Determination of locations to deviate the inbound calls to with the use of a Mixed Integer Linear Programming Model (MILP). In conclusion, the project defines a framework for the company to balance resources during high pressure situations, which can be applied to different types of disruptions in the inbound calls process. 2018-09-04T20:34:00Z 2018-09-04T20:34:00Z 2018 http://hdl.handle.net/1721.1/117627 en_US application/pdf Massachusetts Institute of Technology |
| spellingShingle | Li, Jin Nieto Valencia, Viviana Risk Mitigation at Call Centers |
| title | Risk Mitigation at Call Centers |
| title_full | Risk Mitigation at Call Centers |
| title_fullStr | Risk Mitigation at Call Centers |
| title_full_unstemmed | Risk Mitigation at Call Centers |
| title_short | Risk Mitigation at Call Centers |
| title_sort | risk mitigation at call centers |
| url | http://hdl.handle.net/1721.1/117627 |
| work_keys_str_mv | AT lijin riskmitigationatcallcenters AT nietovalenciaviviana riskmitigationatcallcenters |