Publication:
On the interaction between retrials and sizing of call centers

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School College Institute

College of Administrative Sciences and Economics
College of Engineering

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Aguir, M. Salah
Dallery, Yves

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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.

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Publisher:

Elsevier

Subject

Management, Operations research, Management science

Citation

Has Part

Source:

European Journal Of Operational Research

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DOI

10.1016/j.ejor.2007.06.051

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