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Analysis of Two-Level Support Systems with Time-Dependent Overflow - A Banking Application

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  • Barth, Wolfgang
  • Manitz, Michael
  • Stolletz, Raik
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    Abstract

    In this paper, we analyze the performance of call centers of financial service providers with two levels of support and a time-dependent overflow mechanism. Waiting calls from the front-office queue flow over to the back office, if a waiting-time limit is reached and at least one back-office agent is available. The analysis of such a system with time-dependent overflow is reduced to the analysis of a continuous-time Markov chain with state-dependent overflow probabilities. To approximate the system with time-dependent overflow, some waiting-based performance measures are modified. Numerical results demonstrate the reliability of this Markovian performance approximation for different parameter settings. A sensitivity analysis shows the impact of the waiting-time limit and the dependence of the performance measures on the arrival rate.

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    File URL: http://diskussionspapiere.wiwi.uni-hannover.de/pdf_bib/dp-399.pdf
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    Bibliographic Info

    Paper provided by Leibniz Universität Hannover, Wirtschaftswissenschaftliche Fakultät in its series Hannover Economic Papers (HEP) with number dp-399.

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    Length: 32 pages
    Date of creation: May 2008
    Date of revision:
    Handle: RePEc:han:dpaper:dp-399

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    Related research

    Keywords: Financial service operations; performance evaluation; queueing models of call centers; time-dependent overflow.;

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    1. Linda Green & Peter Kolesar, 1991. "The Pointwise Stationary Approximation for Queues with Nonstationary Arrivals," Management Science, INFORMS, vol. 37(1), pages 84-97, January.
    2. Chevalier, Philippe & Tabordon, Nathalie, 2003. "Overflow analysis and cross-trained servers," International Journal of Production Economics, Elsevier, vol. 85(1), pages 47-60, July.
    3. Rodney B. Wallace & Ward Whitt, 2005. "A Staffing Algorithm for Call Centers with Skill-Based Routing," Manufacturing & Service Operations Management, INFORMS, vol. 7(4), pages 276-294, August.
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