Method for forming an integral quality criterion using non-compensatory threshold aggregation for cardinal assessment of information processing quality in call centers

F. Yu. Kasatkin¹

¹Zaporozhye region Medical Information and Analitycal Center.

DOI 10.24412/2410-9916-2026-3-160-197

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Abstract

Problem statement: in order to increase the efficiency of the call centers which provide information support to citizens on military service under contract and mobilization, ("117" Service) requires a scientific and methodological quality analysis apparatus. ensuring the efficiency of information processing in the "117" Service, as well as in civilian emergency operational services that protect the life and health of citizens (112 Service, Ministry of Emergency Situations, police, Ambulance, emergency services of gas supplier). At the same time, a characteristic feature of information processing in call centers is that in a significant majority of practical cases, the preferences of information processing customers regarding the vectors of private quality assessments are non-compensatory: a vector quality assessment in which at least one private quality assessment has a minimum value will be less preferable than a vector quality assessment with the average values of all private quality assessments, even if the other private assessments in the first vector have a maximum value. Methods for constructing non-compensatory integral quality assessments have been developed theoretically and can be applied to the object of research for ordinal (i.e., relative) comparison of different vector quality assessments. However, there is currently no scientific and methodological framework for cardinal (i.e., absolute) evaluation of vector quality assessments, including for determining the fair (i.e., necessary and sufficient) price for information processing services in call centers. The purpose of the work is to develop a scientifically substantiated methodology for forming a non-compensatory cardinal integral assessment of the quality of information processing in call centers. Novelty: for the first time, the method of non-compensatory threshold aggregation is used to construct a cardinal assessment of the quality of information processing in call centers. For the first time in the considered subject area, the method of reference functions is used to linearize the integral quality indicator as a cardinal quality assessment. For the first time, the composition of the efficiency assessment is justified, which aggregates the quality and resource intensity of information processing in call centers, taking into account the customer's non-compensatory preferences for the values of the individual quality assessments. It is shown that for this purpose, the efficiency evaluation arguments should be the rank of the vector quality assessment and the specific savings on the price of a unit of information processing service call centers with this rank. Result: A method has been developed for forming an integral quality indicator by the non-compensatory threshold aggregation method for cardinal assessment of the quality of information processing in call centers. The transition from ordinal to cardinal assessment of the quality of information processing services in call centers according to the developed methodology allows the use of integral quality indicator values to calculate the price of a unit of service as a function of the integral quality indicator value. An algorithm has been developed for forming an assessment of the efficiency of information processing in call centers. This assessment serves as the main criterion for comparing the results of forming an integral quality indicator using the target (formed by the non-compensatory threshold aggregation method) and reference (formed by the standard method of weighted sum of criteria) methodologies. Practical significance: The developed methodology allows not only to take into account the non-compensatory preferences of the customer regarding the assessment of the quality of information processing in the call centers, but also provides greater efficiency of information processing in the call centers compared to the reference methodology. The developed methodology is invariant to different scales of measurement of private quality assessments and methods of their scalarization, and is also applicable in other areas where the cost of a service depends on its quality, and the preferences of the service customer are non-compensatory (education, healthcare, administrative management, etc.).

Key words

call center, service quality, integrated quality indicator, efficiency assessment, service efficiency, non-compensatory preferences.

Reference for citation

Kasatkin F. Yu. Method for forming an integral quality criterion using non-compensatory threshold aggregation for cardinal assessment of information processing quality in call centers. Systems of Control, Communication and Security, 2026, no. 3, pp. 160-197. DOI: 10.24412/2410-9916-2026-3-160-197 (in Russian).

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