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Article Dans Une Revue IIE Transactions Année : 2013

Performance Indicators for Call Centers with Impatience

Résumé

An important feature of call center modeling is the presence of impatient customers. In this paper, we consider single-skill call centers including customer abandonments. We study a number of different service level definitions, including all those used in practice, and show how to explicitly compute their performance measures. Based on data from different call centers, new models are defined that extend the common Erlang A model. We show that the new models fit reality very well.

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Autre
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Dates et versions

hal-01264965 , version 1 (29-01-2016)

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  • HAL Id : hal-01264965 , version 1

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Oualid Jouini, Ger Koole, Alex Roubos. Performance Indicators for Call Centers with Impatience. IIE Transactions, 2013. ⟨hal-01264965⟩
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