Publication:
Call center delay announcement using a newsvendor-like performance criterion

dc.contributor.coauthorJouini, Oualid
dc.contributor.coauthorAguir, M. Salah
dc.contributor.coauthorDallery, Yves
dc.contributor.departmentDepartment of Business Administration
dc.contributor.departmentDepartment of Industrial Engineering
dc.contributor.kuauthorKaraesmen, Zeynep Akşin
dc.contributor.kuauthorKaraesmen, Fikri
dc.contributor.kuprofileFaculty Member
dc.contributor.kuprofileFaculty Member
dc.contributor.yokid4534
dc.contributor.yokid3579
dc.date.accessioned2024-11-09T23:50:08Z
dc.date.issued2015
dc.description.abstractThe 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.
dc.description.indexedbyWoS
dc.description.indexedbyScopus
dc.description.issue4
dc.description.openaccessYES
dc.description.publisherscopeInternational
dc.description.sponsorshipAgence Nationale de la Recherche [ANR-JCJC-SIMI3-2012-OPERA] The first and last authors were in part supported by Agence Nationale de la Recherche under the project ANR-JCJC-SIMI3-2012-OPERA. We also want to express our gratitude to two anonymous reviewers and the associate editor for their useful comments, that significantly improved this paper.
dc.description.volume24
dc.identifier.doi10.1111/poms.12259
dc.identifier.eissn1937-5956
dc.identifier.issn1059-1478
dc.identifier.quartileQ1
dc.identifier.scopus2-s2.0-84926322842
dc.identifier.urihttp://dx.doi.org/10.1111/poms.12259
dc.identifier.urihttps://hdl.handle.net/20.500.14288/14480
dc.identifier.wos352542500006
dc.keywordsCall center applications
dc.keywordsReal-time delay approximations
dc.keywordsPriority
dc.keywordsSimulation
dc.keywordsNewsvendor model
dc.languageEnglish
dc.publisherWiley
dc.sourceProduction and Operations Management
dc.subjectEngineering
dc.subjectManufacturing engineering
dc.subjectOperations research
dc.subjectManagement science
dc.titleCall center delay announcement using a newsvendor-like performance criterion
dc.typeJournal Article
dspace.entity.typePublication
local.contributor.authorid0000-0002-8892-9601
local.contributor.authorid0000-0003-3851-6232
local.contributor.kuauthorKaraesmen, Zeynep Akşin
local.contributor.kuauthorKaraesmen, Fikri
local.publication.orgunit1College of Administrative Sciences and Economics
local.publication.orgunit1College of Engineering
local.publication.orgunit2Department of Business Administration
local.publication.orgunit2Department of Industrial Engineering
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relation.isOrgUnitOfPublicationd6d00f52-d22d-4653-99e7-863efcd47b4a
relation.isOrgUnitOfPublication.latestForDiscoveryca286af4-45fd-463c-a264-5b47d5caf520

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