Telephone Service Center Call Duration Improvement
Robert E. Warren · Proceedings of the Human Factors and Ergonomics Society Annual Meeting · 1992
Call handling duration in a telephone service center was substantially improved by providing users easier access to mainframe data systems. Switching from a system that allowed access to only one system at a time to one that provided a separate window for each system produced an estimated 7% improvement in call handling duration. The improvement was most marked for those calls which required multiple system access.