Designing a call center with an IVR (Interactive Voice Response)

Queueing Systems

Volumn 66, Issue 3, 2010, Pages 215-237

  Khudyakov, Polyna ^a   Feigin, Paul D ^a   Mandelbaum, Avishai ^a  

^a TECHNION ISRAEL INSTITUTE OF TECHNOLOGY   (Israel)

Author keywords

Asymptotic analysis; Call centers; Impatience; IVR; QED or Halfin Whitt regime

Indexed keywords

ASYMPTOTIC ANALYSIS; MARKOV PROCESSES; TELEPHONE SETS;

ASYMPTOTIC REGIMES; CALL CENTERS; EXACT CALCULATIONS; HALFIN-WHITT REGIME; IMPATIENCE; INTERACTIVE VOICE RESPONSE; OPERATIONAL PERFORMANCE; SERVICE OPERATIONS;

TELECOMMUNICATION INDUSTRY;

EID: 78049359673     PISSN: 02570130     EISSN: 15729443     Source Type: Journal    
DOI: 10.1007/s11134-010-9193-y     Document Type: Article

References (25)

1. Borst, S., Mandelbaum, A., Reiman, M.: Dimensioning large call centers. Oper. Res. 52(1), 17-34 (2004).
2. Brandt, A., Brandt, M., Spahl, G., Weber, D.: Modelling and Optimization of Call Distribution Systems. Elsevier, Amsterdam (1997).
3. Brown, L., Gans, N., Mandelbaum, A., Sakov, A., Zeltyn, S., Zhao, L., Haipeng, S.: Statistical analysis of a telephone call center: a queueing-science perspective. J. Am. Stat. Assoc. 100, 36-50 (2005).
4. Chen, H., Yao, D. D.: Fundamentals of Queueing Networks. Springer, Berlin (2001).
5. Donin, O., Feigin, P., Ishay, E., Khudyakov, P., Mandelbaum, A., Nadjarov, E., Trofimov, V., Zeltyn, S.: DATA-MOCCA: Data MOdel for Call Center Analysis. The Call Center of "US Bank", vol. 4. 1 (2006). Available at http://ie. technion. ac. il/Labs/Serveng/SEE_Documents_List. php.
6. Erlang, A. K.: On the rational determination of the number of circuits. In: Brochmeyer, E., Halstrom, H. L., Jensen, A. (eds.) The Life and Works of A. K. Erlang. The Copenhagen Telephone Company. 4. 1. 1, 4. 2. 1, Copenhagen (1948).
7. Gans, N., Koole, G., Mandelbaum, A.: Telephone call centers: tutorial, review, and research prospects. Manuf. Serv. Oper. Manag. 5(2), 79-141 (2003).
8. Garnett, O., Mandelbaum, A., Reiman, M.: Designing a call center with impatient customers. Manuf. Serv. Oper. Manag. 4(3), 208-227 (2002).
9. Gilson, K. A., Khandelwal, D. K.: Getting more from call centers. The McKinsey Quarterly, Web exclusive (2005). Available at http://www. mckinseyquarterly. com/article_page. aspx.
10. Halfin, S., Whitt, W.: Heavy-traffic limits for queues with many exponential servers. Oper. Res. 29, 567-587 (1981).
11. Jagerman, D. L.: Some properties of the Erlang loss function. Bell Syst. Tech. J. 53(3), 525-551 (1974).
12. Jelenkovic, P., Mandelbaum, A., Momcilovic, P.: Heavy traffic limits for queues with many deterministic servers. Queueing Syst. 47, 53-69 (2004).
13. Khudyakov, P.: Designing a call center with an IVR (Interactive Voice Response). M. Sc. Thesis, Technion (2006). Available at http://iew3. technion. ac. il/serveng/References/references. html.
14. Khudyakov, P., Feigin, P., Mandelbaum, A.: Internet Supplement to the paper: Designing a call center with an IVR (Interactive Voice Response) (2010). Available at http://iew3. technion. ac. il/serveng/References/references. html.
15. Liberman, P., Trofimov, V., Mandelbaum, A.: DATA-MOCCA: Data MOdel for Call Center Analysis. Skills-Based-Routing-USBank, vol. 5. 1 (2008). Available at http://iew3. technion. ac. il/serveng/References/.
16. Maman, S.: Uncertainty in the demand for service: the case of call centers and emergency departments. M. Sc. Thesis, Technion (2009). Available at http://iew3. technion. ac. il/serveng/References/references. html.
17. Mandelbaum, A.: Lecture notes on QED queues. Available at http://iew3. technion. ac. il/serveng/Lectures.
18. Mandelbaum, A., Zeltyn, S.: Call centers with impatient customers: many-server asymptotics of the M/M/n + G queue. Queueing Syst. 51, 361-402 (2005). Available at http://iew3. technion. ac. il/serveng/References/references. html.
19. Massey, A. W., Wallace, B. R.: An optimal design of the M/M/C/K queue for call centers (to appear).
20. Pang, R., Talreja, R., Whitt, W.: Martingale proofs of many-server heavy-traffic limits for Markovian queues. Probab. Surv. 4, 193-267 (2007). Available at http://www. columbia. edu/~ww2040/PangTalrejaWhitt2007pub. pdf.
21. Stolletz, R.: Performance Analysis and Optimization of Inbound Call Centers. Springer, Berlin (2003).
22. Srinivasan, R., Talim, J., Wang, J.: Performance analysis of a call center with interacting voice response units. TOP 12, 91-110 (2004).
23. Trofimov, V., Feigin, P., Mandelbaum, A., Ishay, E., Nadjarov, E.: DATA-MOCCA: Data MOdel for Call Center Analysis. Model Description and Introduction to User Interface, vol. 1 (2006). Available at http://iew3. technion. ac. il/serveng/References/references. html.
24. Weerasinghe, A., Mandelbaum, A.: Abandonment vs. blocking in many-server queues: asymptotic optimality in the QED regime. Working paper (2008).
25. Whitt, W.: Understanding the efficiency of multi-server service systems. Manag. Sci. 38, 708-723 (1992).