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Estimation of a caller retrial rate for a telephone information system

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  • Hoffman, Karla L.
  • Harris, Carl M.

Abstract

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  • Hoffman, Karla L. & Harris, Carl M., 1986. "Estimation of a caller retrial rate for a telephone information system," European Journal of Operational Research, Elsevier, vol. 27(2), pages 207-214, October.
    • Handle: RePEc:eee:ejores:v:27:y:1986:i:2:p:207-214
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    Cited by:

    1. Aguir, M. Salah & Aksin, O. Zeynep & Karaesmen, Fikri & Dallery, Yves, 2008. "On the interaction between retrials and sizing of call centers," European Journal of Operational Research, Elsevier, vol. 191(2), pages 398-408, December.
    2. Ding, S. & Koole, G. & van der Mei, R.D., 2015. "On the estimation of the true demand in call centers with redials and reconnects," European Journal of Operational Research, Elsevier, vol. 246(1), pages 250-262.
    3. O. Garnet & A. Mandelbaum & M. Reiman, 2002. "Designing a Call Center with Impatient Customers," Manufacturing & Service Operations Management, INFORMS, vol. 4(3), pages 208-227, October.
    4. Z. Justin Ren & Yong-Pin Zhou, 2008. "Call Center Outsourcing: Coordinating Staffing Level and Service Quality," Management Science, INFORMS, vol. 54(2), pages 369-383, February.
    5. Rodrigo, A. & Vazquez, M. & Falin, G., 1998. "A new Markovian description of the M/G/1 retrial queue," European Journal of Operational Research, Elsevier, vol. 104(1), pages 231-240, January.
    6. Aktekin, Tevfik, 2014. "Call center service process analysis: Bayesian parametric and semi-parametric mixture modeling," European Journal of Operational Research, Elsevier, vol. 234(3), pages 709-719.
    7. Shiliang Cui & Xuanming Su & Senthil Veeraraghavan, 2019. "A Model of Rational Retrials in Queues," Operations Research, INFORMS, vol. 67(6), pages 1699-1718, November.
    8. Robert M. Saltzman & Vijay Mehrotra, 2001. "A Call Center Uses Simulation to Drive Strategic Change," Interfaces, INFORMS, vol. 31(3), pages 87-101, June.

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