Article ID Journal Published Year Pages File Type
477449 European Journal of Operational Research 2008 11 Pages PDF
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.

Related Topics
Physical Sciences and Engineering Computer Science Computer Science (General)
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