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

Wolfgang Barth, Michael Manitz and Raik Stolletz

Diskussionspapiere der Wirtschaftswissenschaftlichen Fakultät der Universität Hannover from Universität Hannover, Wirtschaftswissenschaftliche Fakultät

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.

Keywords: Financial service operations; performance evaluation; queueing models of call centers; time-dependent overflow. (search for similar items in EconPapers)
JEL-codes: M11 (search for similar items in EconPapers)
Date: 2008-05
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