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Article Dans Une Revue Production and Operations Management Année : 2015

Call Center Delay Announcement Using a Newsvendor-Like Performance Criterion

Résumé

T he problem of estimating delays experienced by customers with different priorities, and the determination of the appropriate delay announcement to these customers, in a multi-class call center with time varying parameters, abandon-ments, and retrials is considered. The system is approximately modeled as an M(t)/M/s(t) queue with priorities, thus ignoring some of the real features like abandonments and retrials. Two delay estimators are proposed and tested in a series of simulation experiments. Making use of actual state-dependent waiting time data from this call center, the delay announcements from the estimated delay distributions that minimize a newsvendor-like cost function are considered. The performance of these announcements is also compared to announcing the mean delay. We find that an Erlang distribution-based estimator performs well for a range of different under-announcement penalty to over-announcement penalty ratios.
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Dates et versions

hal-01265196 , version 1 (02-02-2016)

Identifiants

Citer

Oualid Jouini, Zeynep Aksin, Fikri Karaesmen, M Salah Aguir, Yves Dallery. Call Center Delay Announcement Using a Newsvendor-Like Performance Criterion. Production and Operations Management, 2015, 24, pp.587-604. ⟨10.1111/poms.12259⟩. ⟨hal-01265196⟩
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