Integrated Call Center Performance Measurement Using Hierarchical Intuitionistic Fuzzy Axiomatic Design

Öztayşi B., Çevik Onar S., Kahraman C.

10th Conference of the European-Society-for-Fuzzy-Logic-and-Technology (EUSFLAT) / 16th International Workshop on Intuitionistic Fuzzy Sets and Generalized Nets (IWIFSGN), Warszawa, Poland, 11 - 15 September 2017, vol.643, pp.94-105 identifier identifier

  • Publication Type: Conference Paper / Full Text
  • Volume: 643
  • Doi Number: 10.1007/978-3-319-66827-7_9
  • City: Warszawa
  • Country: Poland
  • Page Numbers: pp.94-105
  • Istanbul Technical University Affiliated: Yes


Measurement of performance is an important management process which deals with assessment and evaluation of a particular process or its' outcomes. Performance measurement is used in different managerial levels for different purposes. While top management, use it to evaluate the results and construct new goals, at the personal level, performance measurement is good for recognising the current weaknesses and motivating for the future accomplishments. For a particular process, team or individual, first critical performance indicators (KPI) are determined, then targets for each KPI is set at the beginning of the period. At end of the assessment period, performance assessment is done for each KPI and the overall performance is calculated. When subjective and qualitative KPIs are used the overall performance measurement has the possibility to be affected by the evaluator. In this study, a performance measurement model for Call Centers are proposed. In the proposed approach hierarchical intuitionistic fuzzy axiomatic de-sign is used to calculate overall performance.