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Call centers with hyperexponential patience modeling

Author

Listed:
  • Alex Roubos
  • Oualid Jouini

    (LGI - Laboratoire Génie Industriel - EA 2606 - CentraleSupélec, Pôle de Recherche - Rouen Business School - Rouen Business School)

Abstract

An important feature in call center modeling is the presence of impatient customers. In this paper we show, using real data, that we can realistically model the patience distribution by the hyperexponential distribution. Since the hyperexponential distribution is a mixture of exponential distributions, an analytical Markov chain analysis is performed. A framework is developed in order to compute all kinds of practical service levels. This framework utilizes the recursive relation between the queue lengths at successive service completion epochs. Our approach shows overall better performance compared to current algorithms. Moreover, the computation times are short and our approach can therefore readily be applied in practice.

Suggested Citation

  • Alex Roubos & Oualid Jouini, 2013. "Call centers with hyperexponential patience modeling," Post-Print hal-00779104, HAL.
    • Handle: RePEc:hal:journl:hal-00779104
    DOI: 10.1016/j.ijpe.2012.08.011
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    Cited by:

    1. Kaushik Haldar & Bimal Kumar Mishra, 2017. "Mathematical model on vulnerability characterization and its impact on network epidemics," International Journal of System Assurance Engineering and Management, Springer;The Society for Reliability, Engineering Quality and Operations Management (SREQOM),India, and Division of Operation and Maintenance, Lulea University of Technology, Sweden, vol. 8(2), pages 378-392, June.
    2. Achal Bassamboo & Rouba Ibrahim, 2021. "A General Framework to Compare Announcement Accuracy: Static vs. LES-Based Announcement," Management Science, INFORMS, vol. 67(7), pages 4191-4208, July.

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