Publication: On the interaction between retrials and sizing of call centers
Program
School College Institute
College of Administrative Sciences and Economics
College of Engineering
College of Engineering
KU-Authors
KU Authors
Co-Authors
Aguir, M. Salah
Dallery, Yves
Advisor
Publication Date
Language
Type
Embargo Status
Journal Title
Journal ISSN
Volume Title
item.page.alternative
Abstract
This paper models a call center as a Markovian queue with multiple servers, where customer impatience, and retrials are modeled explicitly. The model is analyzed as a continuous time Markov chain. The retrial phenomenon is explored numerically using a real example, to demonstrate the magnitude it can take and to understand its sensitivity to various system parameters. The model is then used to assess the impact of disregarding existing retrials in the staffing of a call center. It is shown that ignoring retrials can lead to under-staffing or over-staffing with respect to the optimal, depending on the forecasting assumptions being made.
Source:
Publisher:
Elsevier
Subject
Management, Operations research, Management science
Citation
Has Part
Source:
European Journal Of Operational Research
Book Series Title
Edition
DOI
10.1016/j.ejor.2007.06.051