Call Centers with Impatient Customers: Many-Server Asymptotics of the M/M/n + G Queue

The subject of the present research is the M/M/n + G queue. This queue is characterized by Poisson arrivals at rate ?, exponential service times at rate ?, n service agents and generally distributed patience times of customers. The model is applied in the call center environment, as it captures the...

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Bibliographic Details
Published inQueueing systems Vol. 51; no. 3-4; pp. 361 - 402
Main Authors Zeltyn, Sergey, Mandelbaum, Avishai
Format Journal Article
LanguageEnglish
Published New York Springer Nature B.V 01.12.2005
Subjects
Approximation
Call centers
Customer services
Efficiency
Quality
Quality of service
Queuing theory
Random variables
Studies
Workforce planning
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Summary:The subject of the present research is the M/M/n + G queue. This queue is characterized by Poisson arrivals at rate ?, exponential service times at rate ?, n service agents and generally distributed patience times of customers. The model is applied in the call center environment, as it captures the tradeoff between operational efficiency (staffing cost) and service quality (accessibility of agents). In our research, three asymptotic operational regimes for medium to large call centers are studied.
Bibliography:SourceType-Scholarly Journals-1
ObjectType-Feature-1
content type line 14
ISSN:0257-0130
1572-9443
DOI:10.1007/s11134-005-3699-8