ISSN 0021-3454 (print version)
ISSN 2500-0381 (online version)
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12
Issue
vol 59 / DECEMBER, 2016
Article

ASSESSMENT OF PROBABILISTIC-TEMPORAL CHARACTERISTICS OF THE PROCESS OF I&R SERVICE RENDERING

M. O. Kolbanev
St. Petersburg State University of Economics, Department of Applied Information Technologies; Professor


T. M. Tatarnikova
Saint Petersburg State University of Aerospace Instrumentation, Saint Petersburg, 190000, Russian Federation; Professor


A. I. Vorobyov
St. Petersburg State University of Economics, Department of Applied Information Technologies;


Abstract. Methods for estimation of the optimal number of call center operators are proposed. The methods lean upon probability distribution of temporal characteristics of I&R services rendering.
Keywords: service activities, service, customer, service quality, call center, probability of service rendering on time