Analysis of Two-Level Support Systems with Time-Dependent Overflow - A Banking Application
AbstractIn 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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Bibliographic InfoPaper provided by Leibniz Universität Hannover, Wirtschaftswissenschaftliche Fakultät in its series Hannover Economic Papers (HEP) with number dp-399.
Length: 32 pages
Date of creation: May 2008
Date of revision:
Financial service operations; performance evaluation; queueing models of call centers; time-dependent overflow.;
Find related papers by JEL classification:
- M11 - Business Administration and Business Economics; Marketing; Accounting - - Business Administration - - - Production Management
This paper has been announced in the following NEP Reports:
- NEP-ALL-2008-05-31 (All new papers)
Please report citation or reference errors to , or , if you are the registered author of the cited work, log in to your RePEc Author Service profile, click on "citations" and make appropriate adjustments.:
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- Chevalier, Philippe & Tabordon, Nathalie, 2003.
"Overflow analysis and cross-trained servers,"
International Journal of Production Economics,
Elsevier, vol. 85(1), pages 47-60, July.
- 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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