Authors : T.T. Yusuf and E.O. Olowofeso
Abstract: This study examined the different combinations of the three major mobile telecommunication provider�s lines used for call centres business in Nigeria with a view to maximizing the call business operator�s profit subject to identified operational resource constraints. Thus, we evolve a model for the operational plans (in terms of choice of combinations of providers� lines to be used by call centre operators) under the operators� profit maximization objective. Data were collected from 120 business call centres which were randomly selected from different parts of Ondo State in Nigeria through structured questionnaire and direct observations. The statistical analysis of the data showed that the call centre�s profit and patronage, depends on the number of different providers� lines used by the operators while the quality of service in the various call centres does not. However, results from the linear programming models showed that majority of the call centres are operating at sub-optimal profit level, though optimality can be attained by constantly monitoring the providers� tariffs together with the call market situations and changing the combination of provider�s lines used for the call business as appropriate.
T.T. Yusuf and E.O. Olowofeso , 2007. An Optimal Profit Linear Programming Model for Business Call Centre�s Operators in Nigeria. Research Journal of Applied Sciences, 2: 17-21.