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Approximate Expected Delay Costs for Call and Contact Centre models under Light Traffic Regimes

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  • S. Bhulai
  • A.C. Brooms

    (Department of Economics, Mathematics & Statistics, Birkbeck)

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    Abstract

    This paper studies the form of certain expected delay costs as a function of the arrival rate for customers who pass through a service facility that allows for reneging and retrials. We show that, under certain light traffic conditions, these costs are continuously increasing and convex functions of the arrival rate (within a finite interval). This result is first explored for the processor sharing system, in which a penalty cost is incurred for reneging from the service facility for good without ever receiving service, and then we consider a system with a more general structure governing the output processes and costs incurred per unit time, but without the penalty cost. A suggested application for these results, in which game theoretic considerations are utilized for gauging customer behaviour within a decentralized context, is briefly discussed.

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    File URL: http://www.ems.bbk.ac.uk/research/wp/PDF/BWPEF0805.pdf
    File Function: First version, 2008
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    Bibliographic Info

    Paper provided by Birkbeck, Department of Economics, Mathematics & Statistics in its series Birkbeck Working Papers in Economics and Finance with number 0805.

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    Date of creation: Aug 2008
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    Handle: RePEc:bbk:bbkefp:0805

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