University of Twente Student Theses


Analysis Customer Support at 'payleven'

Kroezen, R. (2015) Analysis Customer Support at 'payleven'.

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Abstract:Due to the fast growth of the customer base of `payleven', the number of inbound contact points is increasing. A further growth is expected; therefore the capacity of customer support (CS) should be suffcient to serve all merchants adequately. Management would like to get insight into the optimal staffng schedule for the current as well future situation while achieving the KPI's that are set by global management. Therefore a simulation study that focuses on inbound calls is performed.
Item Type:Internship Report (Master)
Payleven, the Netherlands
Faculty:ET: Engineering Technology
Subject:52 mechanical engineering
Programme:Mechanical Engineering MSc (60439)
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