Article ID: | iaor20083653 |
Country: | United States |
Volume: | 8 |
Issue: | 3 |
Start Page Number: | 235 |
End Page Number: | 252 |
Publication Date: | Jun 2006 |
Journal: | Manufacturing & Service Operations Management |
Authors: | Whitt Ward |
Keywords: | service, performance |
A mathematical model is developed to help analyze the benefit in contact-center performance obtained from increasing employee (agent) retention, which is in turn obtained by increasing agent job satisfaction. The contact-center performance may be restricted to a traditional productivity measure such as the number of calls answered per hour, or it may include a broader measure of the quality of service, e.g., revenue earned per hour or the number of problems successfully resolved per hour. The analysis is based on an idealized model of a contact center in which the number of employed agents is constant over time, assuming that a new agent is immediately hired to replace each departing agent. The agent employment periods are assumed to be independent and identically distributed random variables with a general agent-retention probability distribution, which depends on management policy and actions. The steady-state staff-experience distribution is obtained from the agent retention distribution by applying renewal theory. An increasing real-valued function specifies the average performance as a function of agent experience. Convenient closed-form expressions for the overall performance as a function of model elements are derived when either the agent-retention distribution or the performance function has exponential structure. Management actions may cause the agent-retention distribution to change. The model describes the consequences of such changes on the long-run average staff experience and the long-run average performance.