Article ID | Journal | Published Year | Pages | File Type |
---|---|---|---|---|
6896524 | European Journal of Operational Research | 2015 | 13 Pages |
Abstract
Motivated by this, we propose a model to estimate the number of fresh calls, and the redial and reconnect probabilities, using real call center data that has no customer-identity information. We show that these three variables cannot be estimated simultaneously. However, it is empirically shown that if one variable is given, the other two variables can be estimated accurately with relatively small bias. We show that our estimations of redial and reconnect probabilities and the number of fresh calls are close to the real ones, both via real data analysis and simulation.
Keywords
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Physical Sciences and Engineering
Computer Science
Computer Science (General)
Authors
S. Ding, G. Koole, R.D. van der Mei,