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Call center delay announcement using a newsvendor-like performance criterion

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Jouini, Oualid
Aguir, M. Salah
Dallery, Yves

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The problem of estimating delays experienced by customers with different priorities, and the determination of the appropriate delay announcement to these customers, in a multi-class call center with time varying parameters, abandonments, and retrials is considered. The system is approximately modeled as an M(t)/M/s(t) queue with priorities, thus ignoring some of the real features like abandonments and retrials. Two delay estimators are proposed and tested in a series of simulation experiments. Making use of actual state-dependent waiting time data from this call center, the delay announcements from the estimated delay distributions that minimize a newsvendor-like cost function are considered. The performance of these announcements is also compared to announcing the mean delay. We find that an Erlang distribution-based estimator performs well for a range of different under-announcement penalty to over-announcement penalty ratios.

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Wiley

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Engineering, Manufacturing engineering, Operations research, Management science

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Production and Operations Management

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DOI

10.1111/poms.12259

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