Bayesian Analysis of Abandonment in Call Center Operations
Tevfik Aktekin and
Refik Soyer
Applied Stochastic Models in Business and Industry, 2014, vol. 30, issue 2, 141-156
Abstract:
In this paper, we consider the modeling and the inference of abandonment behavior in call centers. We present several time to event modeling strategies, develop Bayesian inference for posterior and predictive analyses, and discuss implications on call center staffing. Different family of distributions, piecewise time to abandonment models, and mixture models are introduced, and their posterior analysis with censored abandonment data is carried out using Markov chain Monte Carlo methods. We illustrate the implementation of the proposed models using real call center data, present additional insights that can be obtained from the Bayesian analysis, and discuss implications for different customer profiles. Copyright © 2012 John Wiley & Sons, Ltd.
Date: 2014
References: Add references at CitEc
Citations: View citations in EconPapers (3)
Downloads: (external link)
https://doi.org/10.1002/asmb.1949
Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.
Export reference: BibTeX
RIS (EndNote, ProCite, RefMan)
HTML/Text
Persistent link: https://EconPapers.repec.org/RePEc:wly:apsmbi:v:30:y:2014:i:2:p:141-156
Access Statistics for this article
More articles in Applied Stochastic Models in Business and Industry from John Wiley & Sons
Bibliographic data for series maintained by Wiley Content Delivery ().