The impact of a waiting-time threshold in overflow systems with impatient customers
This paper analyzes the performance of call centers with impatient customers, two levels of support, and an overflow mechanism. Waiting calls from the front-office queue – if not reneging – are sent to the back office if at least one back-office agent is available and if a certain threshold t on the waiting time is reached. We approximate such systems via a continuous-time Markov chain that allows for overflow immediately upon arrival. Two different approaches for the derivation of the respective probability of an overflow are developed. Numerical results compare the reliability of these Markovian performance approximations for different parameter settings. The impact of the threshold t on different performance measures is shown dependent on the impatience of customers.
If you experience problems downloading a file, check if you have the proper application to view it first. In case of further problems read the IDEAS help page. Note that these files are not on the IDEAS site. Please be patient as the files may be large.
As the access to this document is restricted, you may want to look for a different version under "Related research" (further below) or search for a different version of it.
Volume (Year): 41 (2013)
Issue (Month): 2 ()
|Contact details of provider:|| Web page: http://www.elsevier.com/wps/find/journaldescription.cws_home/375/description#description|
|Order Information:|| Postal: http://www.elsevier.com/wps/find/supportfaq.cws_home/regional|
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.:
- Chevalier, Philippe & Tabordon, Nathalie, 2003.
"Overflow analysis and cross-trained servers,"
International Journal of Production Economics,
Elsevier, vol. 85(1), pages 47-60, July.
- Dietz, Dennis C., 2011. "Practical scheduling for call center operations," Omega, Elsevier, vol. 39(5), pages 550-557, October.
- Noah Gans & Yong-Pin Zhou, 2007. "Call-Routing Schemes for Call-Center Outsourcing," Manufacturing & Service Operations Management, INFORMS, vol. 9(1), pages 33-50, May.
When requesting a correction, please mention this item's handle: RePEc:eee:jomega:v:41:y:2013:i:2:p:280-286. See general information about how to correct material in RePEc.
For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Dana Niculescu)
If references are entirely missing, you can add them using this form.