Performance analysis of an inbound call center with skills-based routing: A priority queueing system with two classes of impatient customers and heterogeneous agents


Stolletz, Raik ; Helber, Stefan



URL: http://link.springer.com/article/10.1007%2Fs00291-...
Document Type: Article
Year of publication: 2004
The title of a journal, publication series: OR Spectrum
Volume: 26
Issue number: 3
Page range: 331-352
Place of publication: Berlin [u.a.]
Publishing house: Springer
ISSN: 0171-6468
Publication language: English
Institution: Business School > ABWL u. Produktion (Stolletz)
Subject: 650 Management
Keywords (English): Call center , Performance evaluation , Impatient customers , Flexible and specialized server , Nonpreemptive priority queueing
Abstract: Many call centers provide service for customers of different classes with differently qualified groups of agents. Since call arrivals and call handling times are random in inbound call centers, we investigate queueing models for their performance analysis. This paper describes a Markov queueing model with two customer classes and three groups of specialized or flexible agents. The mean call handling time may depend on the respective customer class as well as on the agent group serving this call. The customers are assumed to be impatient. We consider skills-based routing with priority-based rules and derive both steady-state probabilities and performance measures. We present some numerical experiments and show the impact of different mean processing times. The influence of the allocation of the agents into the three groups is analyzed for different levels of patience.

Dieser Datensatz wurde nicht während einer Tätigkeit an der Universität Mannheim veröffentlicht, dies ist eine Externe Publikation.




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Stolletz, Raik ; Helber, Stefan (2004) Performance analysis of an inbound call center with skills-based routing: A priority queueing system with two classes of impatient customers and heterogeneous agents. OR Spectrum Berlin [u.a.] 26 3 331-352 [Article]


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