What's wrong with most call centers? Flawed strategy, flawed tactics and misuse of some very old mathematical models. As a result, management is not focused on the proper essentials and the result is high costs and dissatisfied customers. Wrong assumptions about what is important in call center operations leads to the “no-win” alternative; throw money at the problem, or live with customer dissatisfaction.
One hundred years ago, a “hands-on” Danish mathematician climbed into Copenhagen manholes to study telephone traffic. Without knowing who called, why they called, what was discussed or any other particulars , he began to mathematically describe what he saw.
