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

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Listed:
  • Barth, Wolfgang
  • Manitz, Michael
  • Stolletz, Raik

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.

Suggested Citation

  • Barth, Wolfgang & Manitz, Michael & Stolletz, Raik, 2008. "Analysis of Two-Level Support Systems with Time-Dependent Overflow - A Banking Application," Hannover Economic Papers (HEP) dp-399, Leibniz Universität Hannover, Wirtschaftswissenschaftliche Fakultät.
  • Handle: RePEc:han:dpaper:dp-399
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    File URL: http://diskussionspapiere.wiwi.uni-hannover.de/pdf_bib/dp-399.pdf
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    References listed on IDEAS

    as
    1. Chevalier, Philippe & Tabordon, Nathalie, 2003. "Overflow analysis and cross-trained servers," International Journal of Production Economics, Elsevier, vol. 85(1), pages 47-60, July.
    2. Linda Green & Peter Kolesar, 1991. "The Pointwise Stationary Approximation for Queues with Nonstationary Arrivals," Management Science, INFORMS, vol. 37(1), pages 84-97, January.
    3. Noah Gans & Ger Koole & Avishai Mandelbaum, 2003. "Telephone Call Centers: Tutorial, Review, and Research Prospects," Manufacturing & Service Operations Management, INFORMS, vol. 5(2), pages 79-141, September.
    4. 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.
    5. 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.
    Full references (including those not matched with items on IDEAS)

    More about this item

    Keywords

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

    JEL classification:

    • M11 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - Production Management

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