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Use of Warranty and Reliability Data to Inform Call Center Staffing

Summary: This article develops a call center staffing methodology for a new product release by integrating four models related to supply chain logistics, product reliability, call volume, and call center staffing. The supply chain is assumed to be the same for the new product as the existing product. The call volume for the new product is related to two variables: lead time (production to use) and time to failure. An autoregressive moving average (ARMA) model based on available call volume data is used to forecast future call volume for the existing product. An Erlang C distribution is used to determine appropriate call center staffing levels.

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  • Topics: Reliability
  • Keywords: Call center, Product warranty, Reliability, Staffing, Supply chain, Time series
  • Author: Mahadevan, Sankaran; Overstreet, Jason
  • Journal: Quality Engineering