Service systems such as call centers and hospital inpatient wards typically feature multiple classes of customers and multiple types of servers. Not all customer-server pairs are compatible, and some types of servers may be more efficient at serving some classes of customers than others. In the queueing literature, the problem of matching customers and servers is known as skills-based routing. This thesis consists of two works I have done in this area. The first work, which is done jointly with Jing Dong and Pengyi Shi, considers the routing problem in the face of a demand surge such as a pandemic. It shows how future arrival rate information, which is often available through demand forecast models, can be used to route near-optimally, even when there may be prediction errors. The methods used involve fluid approximations and optimal control theory, and the policies obtained are intuitive and easy to implement. The second work, which is done jointly with Jing Dong, incorporates a staffing element in addition to routing. Asymptotically optimal staffing and scheduling policies are derived for an M-model, both with and without demand uncertainty. The methods used involve diffusion approximations and stochastic-fluid approximations.

Computer-assisted language learning (CALL) programs developed earlier for vocabulary acquisition employed mainly word-list pedagogy and could not present information in a real world context. Advancement in computer technology has triggered the development of multimedia CALL programs which can present information in different formats using graphics, sound, text, and video with links to other chunks of information. The purpose of this study was to examine the effects of two multimedia CALL programs on vocabulary acquisition. Participants were 86 intermediate level English as a second language (ESL) students. They were randomly assigned to one of two treatment groups. Students in group one viewed a program with Motion Graphics and text. Students in group two viewed a program that had Still Graphics and text. Their task was to study ten names of hand and power tools. Both groups took the pretest, viewed the video of the tools, had an immediate posttest and a two-week delayed posttest.The results yielded no treatment effects. Further analysis revealed time effects but no interaction between treatment and time. Students who learned through Motion Graphics performed significantly better on the recall tests than those who learned through Still Graphics. Further research in this area involving the use of various graphic formats in a CALL environment is needed. / Ph. D.

Acoustic communication in anurans plays a critical role in species recognition, defending territories and resources, and finding a mate. Anurans use a number of different call note types to communicate, from which the most notable are advertisement- and aggression calls. Optimum weather conditions are a precursor to the commencement of the breeding season for all frog species and their calling behaviour is therefore readily influenced by atmospheric conditions. Male frogs within a chorus also tend to call from territories within a specific range of distances from one another. The objectives of this study were to 1) determine a possible context in which call note types are produced, 2) to determine the effect of atmospheric conditions on calling behaviour and 3) to determine the spacing distances between males and females in a chorus of Queckett’s River Frog (Amietia quecketti). Pre-recorded note types were used in a playback experiment to determine a context for elicited responses. A context was derived for six of the responses. Advertisement (clicks and whines), aggression (creaks), encounter (tonal notes), territorial (whine-tonal notes), and release calls (squeaks) were described. Calls and atmospheric conditions were recorded and correlated for an entire breeding season. Water temperature, wind speed, humidity and barometric pressure had a significant effect on calling intensity. As water temperature decreased calling intensity increased, while increased wind temperature led to increased calling intensity. Amietia quecketti calls from the water, explaining the effect while increased wind speed decreases water temperature and can carry sound further. Both humidity and barometric pressure showed increased calling intensity only at specific levels. Humidity and barometric pressure have a direct effect on one another, which most likely causes the correlation between calling intensity and both these variables. In this study A. quecketti was shown to have breeding ponds for males and resting ponds and positions for non-gravid females. This prevents unwanted or unnecessary amplexus. Males showed much smaller and less variable territory sizes than females. This is most likely because males have a small range of optimal spacing distance while females move towards and away from males. The presence of vegetation resulted in smaller territories. This is possibly because smaller males act as satellite males and cannot be seen by larger males in vegetation. The size of males did not affect territory size. Males have a specific inter-male spacing distance regardless of size. / MSc (Environmental Sciences), North-West University, Potchefstroom Campus, 2015

Acoustic communication in anurans plays a critical role in species recognition, defending territories and resources, and finding a mate. Anurans use a number of different call note types to communicate, from which the most notable are advertisement- and aggression calls. Optimum weather conditions are a precursor to the commencement of the breeding season for all frog species and their calling behaviour is therefore readily influenced by atmospheric conditions. Male frogs within a chorus also tend to call from territories within a specific range of distances from one another. The objectives of this study were to 1) determine a possible context in which call note types are produced, 2) to determine the effect of atmospheric conditions on calling behaviour and 3) to determine the spacing distances between males and females in a chorus of Queckett’s River Frog (Amietia quecketti). Pre-recorded note types were used in a playback experiment to determine a context for elicited responses. A context was derived for six of the responses. Advertisement (clicks and whines), aggression (creaks), encounter (tonal notes), territorial (whine-tonal notes), and release calls (squeaks) were described. Calls and atmospheric conditions were recorded and correlated for an entire breeding season. Water temperature, wind speed, humidity and barometric pressure had a significant effect on calling intensity. As water temperature decreased calling intensity increased, while increased wind temperature led to increased calling intensity. Amietia quecketti calls from the water, explaining the effect while increased wind speed decreases water temperature and can carry sound further. Both humidity and barometric pressure showed increased calling intensity only at specific levels. Humidity and barometric pressure have a direct effect on one another, which most likely causes the correlation between calling intensity and both these variables. In this study A. quecketti was shown to have breeding ponds for males and resting ponds and positions for non-gravid females. This prevents unwanted or unnecessary amplexus. Males showed much smaller and less variable territory sizes than females. This is most likely because males have a small range of optimal spacing distance while females move towards and away from males. The presence of vegetation resulted in smaller territories. This is possibly because smaller males act as satellite males and cannot be seen by larger males in vegetation. The size of males did not affect territory size. Males have a specific inter-male spacing distance regardless of size. / MSc (Environmental Sciences), North-West University, Potchefstroom Campus, 2015

The purpose of this study was to determine whether there is a relationship between perceived emotional intelligence and job performance among inbound call centre leaders in the medical aid environment. The sample consisted of 268 participants (45 leaders and 223 raters) across different age and race groups. A convenience sample was used, since it was easier to focus on call centre leaders working in the same office. All of the participants completed the 360º Emotional Competency Profiler (ECP) in order to measure emotional intelligence whereas the job performance data were obtained from the management team and an average score of their performance over a one-year period was examined. The research results show that there was no statistically significant relationship between emotional intelligence and job performance among the call centre leaders. / Industrial and Organisational Psychology / M.A. (Industrial and Organisational Psychology )

The effectiveness of e-mail writing has been exhaustively studied and reported on, especially in Taiwan. However, there has not been any research carried out on the topics that mainland Chinese university students enjoy writing about when corresponding with their Western epals, nor does the literature report research on writing e-mails to two groups of epals simultaneously. This study explores what issues concerned the participants when they exchanged e-mails with their Western epals and how they viewed their cross-cultural learning experience. The participants were 28 mainland Chinese second-year English majors who voluntarily corresponded with 28 American high school pupils and 28 Western adult epals for about two months in Autumn 2006. The data of this exploratory interpretative research was mainly collected from their e-mails, ‘final reports’, the mid-project questionnaire, and semi-structured interviews. The study found that the topics the participants enjoyed writing about actually depended on with whom they were corresponding. With the younger school pupils, they tended to look for friendship by talking about pastimes, their own high school experience, etc. To the more sophisticated adult epals though, they wrote largely about personal matters, on which they seemed to be covertly seeking advice. However, some topics were common to both groups and were equally popular – for example, school and daily life. The data also reveals that the majority of the participants enjoyed the experience and overall had positive views about it. These fall into three broad categories of learning: language, cultural, and communication. However, some experienced minor difficulties and problems in these areas, particularly regarding the communication aspect. Meanwhile, in the process of the participants multiediting their ‘final reports’, learning seems to have occurred between their first and final drafts – perhaps as a result of responding to the researcher’s written feedback, which seemed to make a significant difference. The implications arising from the study suggest that the students’ interest in it stimulated their engagement with learning - though the findings are tentative. Some recommendations for further research are also given.

Submitted thesis focuses on call center staff turnover. After short reference to work psychology and organization the theoretic part deals mainly with the characterization of this phenomenon. It aims to specify the main factors and it refers to possible stabilization measures. The second theme of the thesis is call centre and work of operators. Possible difficulties and risks of this job are described, the profesiogram of an employee of the particular selling point has been compiled. The last chapter deals with recruitment procedure. It specifies the single phases of the selection procedure, beginning with the preparation and compilation of necessary documents and ending with adaptation phase of a new employee at the end of the whole procedure. The empirical part of the thesis focuses on the turnover in company "A". The analysis of the personnel data from 2009 to October 2010 was the first step. Subsequently we tried to answer the question, if it is possible to use Time Crirtical Desecion Making Test (used in current selective procedure), sociability, ability to assert oneself a comunicability as predictors of continuance in company. As a diagnostic method the Bochum Personality Questionnaire was used.

Made available in DSpace on 2016-04-04T18:27:33Z (GMT). No. of bitstreams: 1 dissertacaocompleta.pdf: 481434 bytes, checksum: 23fdd2c3f992e2542f45e4efcb4bcc52 (MD5) Previous issue date: 2004-02-26 / The purpose of this paper is to verify the relationship among stress, quality of life, pleasure and suffering on the job of attending employees in a Call Center Unit in the city of Uberl?ndia-M.G. (Brazil). Some 162 employees volunteered to participate in the research of which 65,4% were female, 34% were male. 80% of the total were single and the average age was approximately 23 years old. In relation to the education the majority had high school diploma. The questionnaires, given in groups or individually, included an identification form and a sample of socio-demografic data, an Inventory of Stress Symptoms, Inventory of Ufe Quality and a Scale of Pleasure and Suffering at Work. Through the statistic analysis, it was observed meaningful associations among stress, life quality, pleasure and suffering at work. The presence of stress had a negative correlation with the social, professional and health of life quality quadrants. There was not a meaningful correlation between stress and affective quadrant. Pleasure at work was related positively with ali the quadrants of life quality. The suffering at work contributed to the failure in the social, professional and health quadrants. It was concluded that stress, pleasure and suffering at work are directly related to several dimensions of life quality. / O objetivo deste estudo foi verificar a rela??o entre stress, qualidade de vida, prazer e sofrimento no trabalho dos atendentes de um Call Center na cidade de Uberl?ndia/M.G. Participaram desse estudo 162 funcion?rios volunt?rios, sendo 65,4% do sexo feminino, 34% do sexo masculino e 0,6% n?o informou. Oitenta por cento eram solteiros e a m?dia de idade foi de 23 anos. Quanto ? escolaridade, houve predom?nio do Ensino M?dio. Os instrumentos, aplicados em grupo ou individualmente, inclu?ram ficha de identifica??o e coleta dos dados s?cio-demogr?ficos, Invent?rio de Sintomas de Stress, Invent?rio de Qualidade de Vida e Escala de Prazer e Sofrimento no Trabalho. Atrav?s de an?lises estat?sticas, foram observadas rela??es significativas entre o stress, a qualidade de vida, o prazer e o sofrimento no trabalho. A presen?a de stress demonstrou correla??o negativa com os quadrantes social, profissional e de sa?de da qualidade de vida. N?o houve correla??o significativa entre stress e quadrante afetivo. O prazer no trabalho relacionou-se positivamente com todos os quadrantes da qualidade de vida. O sofrimento no trabalho contribuiu para o fracasso nos quadrantes social, profissional e de sa?de. Conclui-se que o stress, prazer e sofrimento no trabalho est?o diretamente relacionados ?s v?rias dimens?es da qualidade de vida.

Made available in DSpace on 2016-04-25T16:44:53Z (GMT). No. of bitstreams: 1 Maria F Silva.pdf: 809554 bytes, checksum: 80422605344e4376d8b3606d0fd7e09a (MD5) Previous issue date: 2007-04-04 / This present Dissertation analyzes the human resources practices in Call centre and their impacts in an unit of business. The understanding of this Call centre Industry it wakes up national and international researcher s interest, for being a sector in great expansion in the last decade, besides being one of the sectors of services that employs most of professional. Therefore, the dimensions of the organizational practices are discussed, indicating that the section deserves a study to explain their characteristics and specificities, in the extent of the practices of people's administration, and their reflexes in the operational result of a unit of business. This discussion is made starting from of the analysis of the data companies subcontracted and own Call centre registered in ABT - Brazilian Association of Telesserviços. Finally, in the part of the study accomplished with base in the fulfilling of a questionnaire in which 103 companies took part, it was verified that for statistical significance shows that there is relation among monitoring and involvement in the sales and performance intensity of the monitoring the operator is associated with the involvement in the products and services sale. However, the study shows that the performance low relation of Call centre with the practices interactions of HR with the market segment and with the market strategy. Then, the study also concluded that, Call's Industry in Brazil has growth great possibilities for the nearby years of 2006, besides evidencing that training actions increase the skills of the professional / A presente Dissertação analisa as práticas de recursos humanos em call center e seus impactos em uma unidade de negócio. O entendimento da indústria de call center, desperta o interesse de pesquisadores nacionais e internacionais, por ser um setor em grande expansão na última década, além de ser um dos setores de serviços que mais emprega profissionais. Por isso, discutem-se as dimensões das práticas organizacionais, indicando que o setor merece um estudo que explique suas características e especificidades, no âmbito das práticas de gestão de pessoas, e seus reflexos no resultado operacional de uma unidade de negócio. Esta discussão é feita a partir da análise dos dados de empresas terceirizadas de call center, e daquelas que desenvolvem outros trabalhos como atividades principais, mas possuem, dentro de suas instalações, um departamento de call center, ambos os casos, com cadastros na ABT - Associação Brasileira de Telesserviços. Finalmente, na parte do estudo, realizada com base no preenchimento de um questionário em que 103 empresas participaram, verificou-se que a significância estatística mostra que existe relação entre monitoramento e envolvimento nas vendas, e que a intensidade de monitoramento do desempenho do operador está associada com o seu envolvimento na venda de produtos e serviços. No entanto, o estudo mostra que há baixa relação do desempenho do call center com as interações das práticas de Recursos Humanos (RH) com o segmento de mercado e com a estratégia de mercado. O estudo também concluiu que, a indústria de call center no Brasil tem grandes possibilidades de crescimento para os próximos anos de 2006, além de evidenciar que ações de capacitação em treinamento aumentam a profissionalização dos operadores no atendimento

Made available in DSpace on 2016-04-25T18:39:55Z (GMT). No. of bitstreams: 1 Alex Moura Magalhaes.pdf: 5395813 bytes, checksum: 0b1c28f586684b224405b247f6768318 (MD5) Previous issue date: 2013-06-27 / This study is the result of a financial evaluation using insolvency models applied in the financial statements of the leading call center companies operating in Brazil. These companies have great representation for the financial sector as well as great potential employment. The goal to be achieved with this study is to identify if there is risk of insolvency in these call center companies, since a research by a consultancy that accompanies the call center market raised the financial risk that occurs in the continuity of business enterprises small and medium-sized due to the high cost of investment to maintain their respective operations and not pass this cost in the final price of the service to the contractors, who do not recognize such investment as value added service / Este estudo é resultado de uma avaliação financeira por meio de modelos de insolvência aplicados nas demonstrações financeiras das principais empresas de call center atuantes no Brasil. Essas empresas possuem grande representatividade financeira para esse setor, como também grande potencial empregatício. O objetivo a ser alcançado com este estudo é identificar se há riscos de insolvência nessas empresas, já que uma pesquisa realizada por uma consultoria que acompanha o mercado de call center levantou o risco financeiro que ocorre na continuidade desse negócio em organizações de pequeno e médio portes, devido ao alto custo de investimentos para manter as suas respectivas operações e o não repasse desse custo no preço final do serviço para as empresas contratantes, que não reconhecem tal investimento como valor agregado ao serviço