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Managing uncertainty in call centres using Poisson mixtures

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  • Geurt Jongbloed
  • Ger Koole

Abstract

We model a call centre as a queueing model with Poisson arrivals having an unknown varying arrival rate. We show how to compute prediction intervals for the arrival rate, and use the Erlang formula for the waiting time to compute the consequences for the occupancy level of the call centre. We compare it to the current practice of using a point estimate of the arrival rate (assumed constant) as forecast. Copyright © 2001 John Wiley & Sons, Ltd.

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  • Geurt Jongbloed & Ger Koole, 2001. "Managing uncertainty in call centres using Poisson mixtures," Applied Stochastic Models in Business and Industry, John Wiley & Sons, vol. 17(4), pages 307-318, October.
    • Handle: RePEc:wly:apsmbi:v:17:y:2001:i:4:p:307-318
    DOI: 10.1002/asmb.444
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