Modeling a Phone Center: Analysis of a Multichannel, Multiresource Processor Shared Loss System

O. Zeynep Ak\c{s}in () and Patrick T. Harker ()
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O. Zeynep Ak\c{s}in: INSEAD, Technology Management Area, Boulevard de Constance, 77305 Fontainebleau Cedex, France
Patrick T. Harker: University of Pennsylvania, Department of Operations and Information Management, The Wharton School, Philadelphia, Pennsylvania 19104-6366

Management Science, 2001, vol. 47, issue 2, 324-336

Abstract: This paper presents a model for the study of operations at an inbound call center. The call center is modeled as a multiclass processor shared loss system, where the interacting effects of human, telecommunication, and information technology resources are explicitly incorporated. Product form solutions and approximations for this type of system are provided along with expressions for performance measures like blocking and reneging. Some structural properties of system throughput are analyzed in an effort to pave the way for future optimization studies dealing with the design and management of phone centers.

Keywords: Call Center; Queues; Loss System; Processor Sharing; Reneging; Monotonicity and Ordering (search for similar items in EconPapers)
Date: 2001
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Citations: View citations in EconPapers (2)

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Persistent link: https://EconPapers.repec.org/RePEc:inm:ormnsc:v:47:y:2001:i:2:p:324-336

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