On the interaction between retrials and sizing of call centers

DOI10.1016/j.ejor.2007.06.051zbMath1149.90036OpenAlexW2170330368WikidataQ105788407 ScholiaQ105788407MaRDI QIDQ933514

Fikri Karaesmen, O. Zeynep Akşin, M. Salah Aguir, Yves Dallery

Publication date: 21 July 2008

Published in: European Journal of Operational Research (Search for Journal in Brave)

Full work available at URL: https://doi.org/10.1016/j.ejor.2007.06.051

zbMATH Keywords

queueingcall centersretrials and abandonments

Mathematics Subject Classification ID

Queues and service in operations research (90B22)

Related Items (12)

On the estimation of the true demand in call centers with redials and reconnects ⋮ Queueing system \(MAP|PH|N|N+R\) with impatient heterogeneous customers as a model of call center ⋮ Call center operation model as a \(MAP/PH/N/R-N\) system with impatient customers ⋮ Performance analysis of multi-processor two-stage tandem call center retrial queues with non-reliable processors ⋮ Applications of fluid models in service operations management ⋮ A Model of Rational Retrials in Queues ⋮ Investigation of call centers as retrial queuing systems ⋮ Performance estimation of call admission control schemes based voice/data integrated wireless cellular network with customer retrials ⋮ Loss Systems with Slow Retrials in the Halfin–Whitt Regime ⋮ Call center service process analysis: Bayesian parametric and semi-parametric mixture modeling ⋮ Analysis of dynamic service system between regular and retrial queues with impatient customers ⋮ Outsourcing strategy in two-stage call centers

Cites Work

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• On managing operating capacity to reduce congestion in service systems
• Computing performance measures in a multi-class multi-resource processor-shared loss system
• The impact of retrials on call center performance
• Estimation of retrial rate in a retrial queue
• On a two-queue priority system with impatience and its application to a call center
• A classified bibliography of research on retrial queues: Progress in 1990--1999
• Modeling a Phone Center: Analysis of a Multichannel, Multiresource Processor Shared Loss System
• Improving Service by Informing Customers About Anticipated Delays
• Single-server queues with impatient customers
• Heavy-Traffic Limits for Queues with Many Exponential Servers
• Retrial Queues

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