Empirical analysis for individual behavior of impatient customers in a call center

Authors:
Yun Bae Kim;Chang Hun Lee;Jae Bum Kim;Gyu tai Kim;Jong Seon Hong
Affiliations:
School of Systems Management Engineering, Sungkyunkwan University, Suwon, Korea;School of Systems Management Engineering, Sungkyunkwan University, Suwon, Korea;School of Systems Management Engineering, Sungkyunkwan University, Suwon, Korea;Chosun University, Kwangju, Korea;School of Economics, Sungkyunkwan University, Seoul, Korea
Venue:
AsiaSim'04 Proceedings of the Third Asian simulation conference on Systems Modeling and Simulation: theory and applications
Year:
2004

Citing 6
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Abstract

Sound scientific principles must be prerequisites for sustaining the levels of service and efficiency of modern call center, and these principles, in turn, better is based on real-world data. For example, in order to determine the least number of agents that could provide a given service level, it is critical to understand customers' impatience while waiting at the phone to be served. In this paper, we use stochastic models to plan call center operations and analyze projected performance focusing on the impatience of customers through simulation experiments.