Influence of waiting times on customer loyalty and queueing behavior in call centers

This paper mainly considers a queueing model with abandonment and recurrent consumption behavior for call centers. As a general rule, customers determine their behavior mainly based on their perception of waiting time. We explicitly take into account customer satisfaction with waiting experience, an...

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Bibliographic Details
Published in2017 29th Chinese Control And Decision Conference (CCDC) pp. 1130 - 1134
Main Authors Shu-an Liu, Jun Gong, Luping Ma, Miao Yu
Format Conference Proceeding
LanguageEnglish
Published IEEE 01.05.2017
Subjects
Analytical models
Call Center
Companies
Consumption Behavior
Customer satisfaction
Delays
Electronic mail
Industries
Mathematical model
Queueing System
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Summary:This paper mainly considers a queueing model with abandonment and recurrent consumption behavior for call centers. As a general rule, customers determine their behavior mainly based on their perception of waiting time. We explicitly take into account customer satisfaction with waiting experience, and model that queueing system with endogenous customer arriving processes. The profit of call centers is generated by serving customers and lost with abandonment. The goal of the model is to determine the economically optimal staffing level balancing the tradeoff between the revenue from customers and the cost from staffs. We show that all the main results carry through to different parameter settings.
ISSN:1948-9447
DOI:10.1109/CCDC.2017.7978688