ASSESSMENT OF PROBABILISTIC-TEMPORAL CHARACTERISTICS OF THE PROCESS OF I&R SERVICE RENDERING
St. Petersburg State University of Economics, Department of Applied Information Technologies; Professor
T. M. Tatarnikova
Saint Petersburg Electrotechnical University “LETI”, Saint Petersburg, 197376, Russian Federation; Russian State Hydrometeorological University, Saint Petersburg, 195196, Russian Federation; Head of Chair
A. I. Vorobyov
St. Petersburg State University of Economics, Department of Applied Information Technologies;
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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
