Modeling Call Centers with Delays Information

摘要：

In this paper, we study the e.ect of informing customers about their anticipated delays in call centers.We consider a single class call center queueing model. Customers are allowed to be impatient, i.e., a customer may decide to leave and give up service if its waiting time in queue exceeds its random deadline of patience. We propose a method for modeling the customer reaction with regard to delays information. Thereafter, we conduct a numerical comparison between performance measures of both models with and without information. The experiments show how the expected customer satisfaction in the model with information would tip the scales in favor of that model.

关键词： call centers stochastic models predicting delays announcing delays impatient customers

作者: Oualid JOUINI Yves DALLERY

作者单位: Ecole Centrale Paris,Laboratoire Genie Industriel Grande Voie des Vignes,92295 Chatenay-Malabry Cedex,France

会议类型: 国际会议

会议名称: 工业工程与系统管理2007年国际会议(International Conference on Industrial Engineering and Systems Management)(IESM 2007)

会议地点: 北京

会议语种:英文

在线出版日期: 2007-05-30（万方平台首次上网日期，不代表论文的发表时间）