Regional Airlines Telephone Reservation System
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Regional Airlines Telephone Reservation System
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Executive Summary of the Telephone Reservation System Analysis
This report presents an analysis of the operating characteristics of the telephone reservation system used by Regional Airlines. The single-agent system proposed by the vice president of administration is evaluated, as well as an expanded system that allows for waiting. Advantages and disadvantages of the expanded system, including the number of waiting callers it would need to accommodate, are discussed. A waiting line analysis is described as a means to develop a ticket agent staffing plan enabling the company to provide different levels of staffing for the ticket reservation system at different times during the day.
Evaluation of the Existing Telephone Reservation System
Effective and efficient communication with customers is crucial for the success of any business, and the reservation system used by Regional Airlines is no exception. This report provides an analysis of the operating characteristics of the current telephone reservation system and considers the potential benefits and drawbacks of expanding the system to allow for waiting. Also, a discussion is made on how the waiting line analysis could be used to develop a staffing plan that enables the company to provide different levels of service at different times of the day.
Assessment of the Proposed Single-Agent Reservation System
The vice president of administration has proposed implementing a single-agent system, in which a single employee would handle all incoming calls. While this approach may have some benefits in terms of simplicity and cost-effectiveness, it also has several potential drawbacks.
One major disadvantage of a single-agent system is that it may not be able to handle high call volume. If the agent is unable to answer all incoming calls, customers may become frustrated and may choose to book with a different airline (Rodríguez-Sanz et al., 2021). In addition, a single-agent system may not be able to provide the same level of personalized service as a multi-agent system, as the agent would not have the assistance of additional team members to help with more complex or time-consuming tasks. Given these considerations, I recommend that Regional Airlines consider implementing a multi-agent system, with a sufficient number of agents to handle expected call volume and provide high-quality customer service.
Evaluation of an Expanded Multi-Agent Reservation System
An expanded system that allows for waiting may be more suitable for handling high call volume and providing personalized service. In such a system, customers who are unable to get through to an agent immediately may be placed in a queue and connected to an agent as soon as one becomes available (Park et al., 2020).
There are several advantages to this approach. First, it ensures that all customers who wish to make a reservation are able to do so, even if there is a high volume of calls at a given time. Second, it allows for more efficient handling of calls, as agents are able to work through a queue of waiting customers rather than being interrupted by new calls. Finally, it allows for better customer service, as agents have more time to devote to each call and can provide more personalized assistance to customers.
On the other hand, there are also some potential drawbacks to an expanded system. One disadvantage is that it may require a larger number of agents, which may increase costs. In addition, customers may become frustrated if they have to wait in a queue for an extended period of time (Brylina & Kuzmina, 2018). To mitigate this issue, it may be necessary to set realistic expectations for wait times and provide updates or alternatives to customers while they are waiting.
Application of Waiting Line Analysis for Staffing Decisions
In order to determine the appropriate number of agents for an expanded system, it would be necessary to conduct a waiting line analysis. This analysis would consider factors such as the expected arrival rate of incoming calls, the average length of each call, and the desired level of service. Based on this information, it would be possible to develop a staffing plan that enables the company to provide different levels of service at different times of the day.
Recommendations for Improving Reservation System Performance
A multi-agent system may be more suitable for Regional Airlines than a single-agent system, as it allows for better handling of high call volume and provides more personalized customer service. An expanded system that allows for waiting may also be beneficial, but it may require a larger number of agents and careful management of customer expectations regarding wait times. A waiting line analysis can be used to develop a staffing plan that enables the company to provide different levels of service at different times of the day. Overall, it is important for Regional Airlines to carefully consider the operating characteristics of its reservation system in order to provide the best possible service to its customers.
References
Brylina, O. G., & Kuzmina, N. N. (2018, November 1). Monitoring Condition and Reservation of Air-exchange System in Telephone Exchange Switch Room. IEEE Xplore. https://doi.org/10.1109/GloSIC.2018.8570157
Park, S., Lee, J.-S., & Nicolau, J. L. (2020). Understanding the dynamics of the quality of airline service attributes: Satisfiers and dissatisfiers. Tourism Management, 81, 104163. https://doi.org/10.1016/j.tourman.2020.104163
Rodríguez-Sanz, Á., Fernández de Marcos, A., & Pérez-Castán, J. A. (2021). Queue behavioural patterns for passengers at airport terminals: A machine learning approach. Journal of Air Transport Management, 90, 101940. https://doi.org/10.1016/j.jairtraman.2020.101940