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Queueing System with Heterogeneous Customers as a Model of a Call Center with a Call-Back for Lost Customers

Author

Listed:
  • Sergey Dudin
  • Chesoong Kim
  • Olga Dudina
  • Janghyun Baek

Abstract

A multiserver queueing system with infinite and finite buffers, two types of customers, and two types of servers as a model of a call center with a call-back for lost customers is investigated. Type 1 customers arrive to the system according to a Markovian arrival process. All rejected type 1 customers become type 2 customers. Type , , servers serve type customers if there are any in the system and serve type , ,   customers if there are no type r customers in the system. The service times of different types of customers have an exponential distribution with different parameters. The steady-state distribution of the system is analyzed. Some key performance measures are calculated. The Laplace-Stieltjes transform of the sojourn time distribution of type 2 customers is derived. The problem of optimal choice of the number of each type servers is solved numerically.

Suggested Citation

  • Sergey Dudin & Chesoong Kim & Olga Dudina & Janghyun Baek, 2013. "Queueing System with Heterogeneous Customers as a Model of a Call Center with a Call-Back for Lost Customers," Mathematical Problems in Engineering, Hindawi, vol. 2013, pages 1-13, November.
    • Handle: RePEc:hin:jnlmpe:983723
    DOI: 10.1155/2013/983723
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    Cited by:

    1. Barış Balcıog̃lu & Odysseas Kanavetas, 2022. "A dynamic prioritization policy for the callback option in a call center," Flexible Services and Manufacturing Journal, Springer, vol. 34(1), pages 40-64, March.

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