Performance Analysis of Call Centers using Retrial Queues and Its Application to Service Science

点击翻译按钮获取中文摘要

Call center is a channel for two way communication between a company and its customers. The main cost for call center is due to the labor cost of operators. Thus, and it is important for companies to manage operators in a cost-effective manner, keeping a high quality of customer service. In this project, we develop several queueing models and analyze them in order to find the cost and performance trade-off in call centers taking into account the behaviors of customers as well as of operators such as retrials, abandonment and after-call work.