Modeling Call Centers with Delays Information
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.
call centers stochastic models predicting delays announcing delays impatient customers
Oualid JOUINI Yves DALLERY
Ecole Centrale Paris,Laboratoire Genie Industriel Grande Voie des Vignes,92295 Chatenay-Malabry Cedex,France
国际会议
北京
英文
2007-05-30(万方平台首次上网日期,不代表论文的发表时间)