A model of the relationship between the customer and the service provider of the call center to optimize the quality of information processing

Feliks Yu. Kasatkin¹

¹Zaporozhye region Medical Information and Analytical Center State agency.

DOI 10.24412/2410-9916-2026-1-048-085

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Abstract

Problem statement: The organization of effective information processing in call centers when purchasing data center services from a supplier involves solving a multi-criteria optimization problem of finding a cost-effective balance for both the customer and the data center service provider between the quality of information processing services required by the customer and the cost of these services for the supplier. service quality functions, the desire of the customer to minimize the costs of these services and the desire of the service provider to maximize its profits. To formalize the solution of this optimization problem, it is necessary to build a model of the relationship between the customer and the provider of information processing services in the data center, describe the parameters of this model and criteria for evaluating the solution of the optimization problem. Methods: mathematical modeling of the dependence of the service provider's profit on the quality of the service; determination of the functions of price, cost, profit, quality and usefulness of the service. Results: a model of the economic relationship between the customer and the information processing provider in call centers has been built at all stages of the service lifecycle: from the customer's intention to purchase the service to the expiration of the service supply agreement between the customer and the service provider. A model of a formalized management contour is highlighted, which allows us to solve the problem of synthesizing an effective type of dependence of an integral assessment of the quality of quality services on a vector of values of partial estimates of the quality of quality services, allowing the customer to obtain a quasi-optimal value of the value of quality services due to the economic interest of the supplier. Practical significance: the results of the work can be used to model the process of purchasing various services by the customer from the supplier in solving a wide range of other applied tasks that can be reduced to the task being solved in the work. They make it possible to significantly increase the value of the services received by the customer due to the economic interest of the supplier.

Key words

information processing services at call centers; quality of services; value of services, quality function; value function, cost function; cost function; profit; economically justified level of service quality, quasi-optimal value of services.

Reference for citation

Kasatkin F. Yu. A model of the relationship between the customer and the service provider of the call center to optimize the quality of information processing. Systems of Control, Communication and Security, 2026, no. 1, pp. 48-85. DOI: 10.24412/2410-9916-2026-1-048-085 (in Russian).

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