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Autre Publication Scientifique Année : 2006

Estimating and Announcing Waiting Times in Multiple Customer Class Call Centers

Oualid Jouini
Yves Dallery

Résumé

Motivated by practices in call centers, we consider a multiclass, multiserver queueing system that offers information about anticipated delays to customers. First, we propose estimators of the state-dependent waiting time distribution of a new arrival customer. We next validate the estimators by empirical data. Second, we investigate the benefits of informing customers about anticipated delays, and we discuss different ways to communicate this information. In particular, we give attention to analyzing the announcement of the waiting time by steps.
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Dates et versions

hal-00113303 , version 1 (12-11-2006)

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  • HAL Id : hal-00113303 , version 1

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Oualid Jouini, Yves Dallery. Estimating and Announcing Waiting Times in Multiple Customer Class Call Centers. 2006. ⟨hal-00113303⟩
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