Concepedia

Call Center Performance Analysis

Call Center Performance Analysis is a systematic analytical framework within customer service analytics that evaluates operational efficiency, service quality, and agent productivity in call centers through the measurement and interpretation of performance metrics such as average handling time, first call resolution, and customer satisfaction scores.

165

Publications

9.1K

Citations

342

Authors

206

Institutions

Publications per year

2017–2026

20

Parents

Publications

165

Telephone Call Centers: Tutorial, Review, and Research Prospects

Noah Gans, Ger Koole, Avishai Mandelbaum · Manufacturing & Service Operations Management · 2003 · 1.4K citations · Full text

, , +17

The Effects of Performance Monitoring on Emotional Labor and Well-Being in Call Centers

David Holman, Claire Chissick, Peter Totterdell · Motivation and Emotion · 2002 · 337 citations

, , +14

The viability of alternative call centre production models

Rosemary Batt, Lisa M. Moynihan · Human Resource Management Journal · 2002 · 272 citations

, , +13

The effect of air temperature on labour productivity in call centres—a case study

Raimo Niemelä, Mika Hannula, Sari Rautio et al. · Energy and Buildings · 2002 · 233 citations

, , +16

Role stress in call centers: Its effects on employee performance and satisfaction

Ko de Ruyter, Martin Wetzels, Richard A. Feinberg · Journal of Interactive Marketing · 2001 · 216 citations

, , +14

1–5 of 165

Authors

342

  1. GK
    Ger Koole

    Vrije Universiteit Amsterdam, Netherlands

    7 publications · 1.6K citations

    7

    h-index

  2. PL
    Pierre L’Ecuyer

    Université de Montréal, Canada

    7 publications · 479 citations

    7

    h-index

  3. TR
    Thomas R. Robbins

    Pennsylvania State University, United States

    6 publications · 188 citations

    6

    h-index

  4. OZ
    O. Zeynep Akşin

    Koç University, Türkiye

    5 publications · 322 citations

    5

    h-index

  5. OJ
    Oualid Jouini

    Laboratoire Génie Industriel, France

    5 publications · 171 citations

    5

    h-index

1–5 of 342

Institutions

206

  1. Vrije Universiteit Amsterdam

    Amsterdam, The Netherlands

    8 h-index

    13 publications

    1.8K citations

  2. Pennsylvania State University

    State College, United States

    7 h-index

    14 publications

    426 citations

  3. École Centrale Paris

    Châtenay-Malabry, France

    6 h-index

    10 publications

    491 citations

  4. Laboratoire Génie Industriel

    Gif-sur-Yvette, France

    6 h-index

    11 publications

    494 citations

  5. University of North Carolina at Chapel Hill

    Chapel Hill, United States

    6 h-index

    11 publications

    520 citations

  6. Université de Montréal

    Montreal, Canada

    6 h-index

    13 publications

    1.1K citations

  7. Koç University

    Istanbul, Türkiye

    4 h-index

    8 publications

    660 citations

  8. University of Pennsylvania

    Philadelphia, United States

    4 h-index

    4 publications

    1.5K citations

1–8 of 206

Venues

  1. European Journal of Operational Research

    6 publications · 244 citations

    6

    h-index

  2. Manufacturing & Service Operations Management

    6 publications · 1.6K citations

    6

    h-index

  3. Management Science

    6 publications · 397 citations

    6

    h-index

  4. 5

    h-index

  5. Production and Operations Management

    POMS · 4 publications · 154 citations

    4

    h-index

1–5