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Modeling a Phone Center: Analysis of a Multichannel, Multiresource Processor Shared Loss System

Author

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  • O. Zeynep Akc{s}in

    (INSEAD, Technology Management Area, Boulevard de Constance, 77305 Fontainebleau Cedex, France)

  • Patrick T. Harker

    (University of Pennsylvania, Department of Operations and Information Management, The Wharton School, Philadelphia, Pennsylvania 19104-6366)

Abstract

This paper presents a model for the study of operations at an inbound call center. The call center is modeled as a multiclass processor shared loss system, where the interacting effects of human, telecommunication, and information technology resources are explicitly incorporated. Product form solutions and approximations for this type of system are provided along with expressions for performance measures like blocking and reneging. Some structural properties of system throughput are analyzed in an effort to pave the way for future optimization studies dealing with the design and management of phone centers.

Suggested Citation

  • O. Zeynep Akc{s}in & Patrick T. Harker, 2001. "Modeling a Phone Center: Analysis of a Multichannel, Multiresource Processor Shared Loss System," Management Science, INFORMS, vol. 47(2), pages 324-336, February.
    • Handle: RePEc:inm:ormnsc:v:47:y:2001:i:2:p:324-336
    DOI: 10.1287/mnsc.47.2.324.9842
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    References listed on IDEAS

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    1. Carl M. Harris & Karla L. Hoffman & Patsy B. Saunders, 1987. "Modeling the IRS Telephone Taxpayer Information System," Operations Research, INFORMS, vol. 35(4), pages 504-523, August.
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    5. Peter De Waal, 1993. "A constrained optimization problem for a processor sharing queue," Naval Research Logistics (NRL), John Wiley & Sons, vol. 40(5), pages 719-731, August.
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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. Aksin, O. Zeynep & Harker, Patrick T., 2003. "Capacity sizing in the presence of a common shared resource: Dimensioning an inbound call center," European Journal of Operational Research, Elsevier, vol. 147(3), pages 464-483, June.

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