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 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