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Queueing Models of Call Centers: An Introduction

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  • Ger Koole
  • Avishai Mandelbaum

Abstract

This is a survey of some academic research on telephone call centers. The surveyed research has its origin in, or is related to, queueing theory. Indeed, the “queueing-view” of call centers is both natural and useful. Accordingly, queueing models have served as prevalent standard support tools for call center management. However, the modern call center is a complex socio-technical system. It thus enjoys central features that challenge existing queueing theory to its limits, and beyond. The present document is an abridged version of a survey that can be downloaded from www.cs.vu.nl/obp/callcenters and ie.technion.ac.il/∼serveng. Copyright Kluwer Academic Publishers 2002

Suggested Citation

  • Ger Koole & Avishai Mandelbaum, 2002. "Queueing Models of Call Centers: An Introduction," Annals of Operations Research, Springer, vol. 113(1), pages 41-59, July.
    • Handle: RePEc:spr:annopr:v:113:y:2002:i:1:p:41-59:10.1023/a:1020949626017
    DOI: 10.1023/A:1020949626017
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    Keywords

    call centers; queueing models;

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