Authors: Ashkan Farnian and Shiva Ghafari

Title: Efficiency of callcenter

Abstract

Callcenter is a centralized office used for handling customer issues such as support, product questions, and inquiries and so on over the phone. This study is based on a case study of Swedbank insurance telephone support. The purpose of this work is to come up with a solution of how to reach the performance target that the insurance department at Swedbank has set. They want to achieve a waiting time which is less than two minutes on their telephone support. The analysis is based on the statistical data we got from the insurance department. We will do an analysis of how it looks today and how it can become more effective by applying mathematics in the call center at Swedbank Insurance telephone support and we give some advice in order to make the call center effective in creating a positive climate and staff working environment at the call center.