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Performance indicators for call centers with impatient customers

Author

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  • Oualid Jouini
  • Ger Koole
  • Alex Roubos

Abstract

An important feature of call center modeling is the presence of impatient customers. This article considers single-skill call centers including customer abandonments. A number of different service-level definitions are structured, including all those used in practice, and the explicit computation of their performance measures is performed. Based on data from different call centers, models are defined that extend the common Erlang A model. It is shown that the proposed models fit reality very well.

Suggested Citation

  • Oualid Jouini & Ger Koole & Alex Roubos, 2013. "Performance indicators for call centers with impatient customers," IISE Transactions, Taylor & Francis Journals, vol. 45(3), pages 341-354.
    • Handle: RePEc:taf:uiiexx:v:45:y:2013:i:3:p:341-354
    DOI: 10.1080/0740817X.2012.712241
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    Cited by:

    1. Eugene Furman & Adam Diamant & Murat Kristal, 2021. "Customer Acquisition and Retention: A Fluid Approach for Staffing," Production and Operations Management, Production and Operations Management Society, vol. 30(11), pages 4236-4257, November.
    2. Benjamin Legros & Oualid Jouini & Ger Koole, 2018. "A Uniformization Approach for the Dynamic Control of Queueing Systems with Abandonments," Operations Research, INFORMS, vol. 66(1), pages 200-209, January.
    3. B. Krishna Kumar & R. Sankar & R. Navaneetha Krishnan & R. Rukmani, 2022. "Performance Analysis of Multi-processor Two-Stage Tandem Call Center Retrial Queues with Non-Reliable Processors," Methodology and Computing in Applied Probability, Springer, vol. 24(1), pages 95-142, March.
    4. Ta, Thuy Anh & Chan, Wyean & Bastin, Fabian & L’Ecuyer, Pierre, 2021. "A simulation-based decomposition approach for two-stage staffing optimization in call centers under arrival rate uncertainty," European Journal of Operational Research, Elsevier, vol. 293(3), pages 966-979.
    5. Wyean Chan & Ger Koole & Pierre L'Ecuyer, 2014. "Dynamic Call Center Routing Policies Using Call Waiting and Agent Idle Times," Manufacturing & Service Operations Management, INFORMS, vol. 16(4), pages 544-560, October.

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