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1

Optimization of a Call Centre Performance Using the Stochastic Queueing Models

100%
Brezavšček A., Baggia A.
Business Systems Research Journal
|
2014
|
vol. 5
|
issue 3
6-18
EN
Background A call centre usually represents the first contact of a customer with a given company. Therefore, the quality of its service is of key importance. An essential factor of the call centre optimization is the determination of the proper number of operators considering the selected performance measure. Results of previous research show that this can be done using the queueing theory approach. Objectives: The paper presents the practical application of the stochastic queueing models aimed at optimizing a Slovenian telecommunication provider’s call centre. Methods/Approach: The arrival and the service patterns were analysed, and it was concluded that the call centre under consideration can be described using the M/M/r {infinity/infinity/FIFO} queueing model. Results: An appropriate number of operators were determined for different peak periods of the working day, taking into consideration the following four performance measures: the expected waiting time, the expected number of waiting customers, the probability that a calling customer will have to wait, and the call centre service level. Conclusions: The obtained results prove the usefulness and applicability of the queueing models as a tool for a call centre performance optimization. In practice, all the data needed for such a mathematical analysis are usually provided. This paper is aimed at illustrating how such data can be efficiently exploited.
2

Sleep, Work and Globalization: The Evening/Night Shift Employees in Call Centre in Romania

100%
Marinache R.
International Review of Social Research
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2016
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vol. 6
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issue 3
129-136
EN
In order to ensure synchronized operation of companies who use workforce around the world, work schedules have been divided in two or three shifts and a large number of people work in evening or night shifts. Based on interviews with 25 employees of a call centre in Romania, I describe three processes: sleep desynchronization, i.e. working during night and sleeping during the day, synchronization with those having similar nocturnal schedules and, finally, its resynchronization with the mainstream. I describe the tensions and conflicts which accompany each such transformation.
3
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Call Centre: Ecrasez l’infame! Review of Jamie Woodcock’s Working the Phones: Control and Resistance in Call Centres

100%
Zielińska J., Zych J.
Praktyka Teoretyczna
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2018
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vol. 27
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issue 1
304-313
EN
This is a review of Jamie Woodcock’s study of the call centre as a workplace, Working the Phones. The text discusses the methodology of co-research and the results of Woodcock’s engagement with forms of control and resistance in call centres.
4
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L’Italia negli occhi dei giovani. La condizione lavorativa italiana degli ultimi venti anni raccontata attraverso la letteratura

72%
Stasiak P.
Italica Wratislaviensia
|
2015
|
issue 6
163-177
EN
This paper examines how the working conditions in Italy are represented in the literature of the last 20 years written by young authors, from the 1990s and the beginnings of Postmodernism’s influence on young people, up to the new century and its relative propensity for risk-taking. This article examines the changes that have occurred to society and its needs; emphasis is placed on the evolution of legal regulations and on the creation of the new literary topos, such as the call centre—a contemporary non-place of the precariat. In this article, much attention is paid to the necessity of writing as a method of capturing the reality, or simply as a way of making a living. The aforementioned issue, which is highly topical, became the subject of numerous novels written by the young and often unemployed. Especially in recent years, this literary protest emerged to condemn flexible employment contracts. It is worthwhile to mention the following recent works related to these issues: Il Mondo Deve Sapere (Murgia) and Generazione Mille Euro (Incorvaia, Rimassa), as well as the classic Tutti Giù per Terra (Culicchia). The literary aspects of this essay are enriched by the theories of Zygmunt Bauman, Richard Sennett, Ulrich Beck and Anthony Giddens to give an overall picture of the contemporary work conditions of the young, combining theory with real experiences.
IT
L’articolo tratta della rappresentazione nella letteratura della condizione lavorativa in Italia degli ultimi venti anni da parte dei giovani scrittori. Dal 1990 e dall’inizio dell’influenza del postmoderno sui giovani, fino al nuovo secolo e alla relativa propensione al rischio, l’articolo esamina il cambiamento della società e dei suoi bisogni. L’accento viene posto sull’evoluzione delle norme legali e sull’evoluzione di un nuovo topos letterario, legato al call center, un contemporaneo nonluogo della precarietà. Nel presente lavoro l’attenzione viene posta sul bisogno della scrittura, come rappresentazione della realtà, ma anche come metodo di guadagno per i giovani. Questo problema, di grande attualità, è diventato il tema di numerosi romanzi, scritti da giovani spesso disoccupati. Specialmente negli ultimi anni è possibile notare questa protesta contro i contratti di lavoro flessibili. Vale la pena menzionare i recenti Il mondo deve sapere (Murgia), Generazione mille euro (Incorvaia, Rimassa), ma anche l’ormai classico Tutti giù per terra (Culicchia). L’aspetto letterario è stato arricchito dalle teorie dei più importanti sociologi di questa materia, come Zygmunt Bauman, Richard Sennett, Ulrich Beck o Anthony Giddens per offrire un quadro d’insieme della contemporanea condizione lavorativa dei giovani, unendo la teoria a reali esperienze.
5
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Strategie regulacji emocji i inklinacja autonarracyjna a efektywność zawodowa

58%
Jaroszewska M.
Ogrody Nauk i Sztuk
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2014
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issue 4
252-256
PL
Celem niniejszego artykułu jest przedstawienie związków pomiędzy strategią regulacji emocji i inklinacją autonarracyjną, a efektywnością zawodową, ze szczególnym uwzględnieniem wyników przeprowadzonego badania korelacyjnego. Badaniem objęci zostali konsultanci call center, których zadania zawodowe wymagają sprawnego radzenia sobie z sytuacjami emocjonalnie trudnymi. Uzyskane wyniki pozwalają przypuszczać, że tłumienie emocji wpływa negatywnie na poziom wykonywanych zadań.
EN
The present paper discusses some of the research fi ndings about relationships between emotion regulation strategies, narrative inclination and job performance. The article presents the data from the study conducted among call centre agents working in environment that involves high skills in coping with emotions. The data indicate a negative correlation between suppression and job performance.
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