Statistical Analysis of A Telephone Call Center:A Queueing Science Perspective

Event Details
  • Date/Time:
    • Monday February 17, 2003 - Sunday February 16, 2003
      10:00 am - 11:00 pm
  • Location: IC Bldg., Room 215
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Contact
Barbara Christopher
Industrial and Systems Engineering
Contact Barbara Christopher
404.385.3102
Summaries

Summary Sentence: Statistical Analysis of A Telephone Call Center:A Queueing Science Perspective

Full Summary: Statistical Analysis of A Telephone Call Center:A Queueing Science Perspective

A call center is a service network in which agents provide telephone-based services. Customers that seek such services may be delayed in tele-queues, which are invisible to them.

The talk summarizes an analysis of a unique record of call center operations. The data comprise a complete operational history of a small banking call center, call by call, over a full year. Taking the perspective of queueing theory, we decompose the service process into three fundamental components: arrivals, waiting times, and service durations. Each component involves different basic mathematical structures and requires a different style of statistical analysis. Some of the key results will be sketched, along with descriptions of the varied techniques required.

In conclusion we survey how the characteristics deduced from the statistical analyses form the building blocks for theoretically interesting and practically useful mathematical models for call center operations.

This reports on joint work with Larry Brown, Linda Zhao and Noah Gans from Wharton, and Avishai Mandelbaum, Anat Sakov and Sergey Zeltyn from Technion (Israel).

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H. Milton Stewart School of Industrial and Systems Engineering (ISYE)

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Status
  • Created By: Barbara Christopher
  • Workflow Status: Published
  • Created On: Oct 8, 2010 - 7:42am
  • Last Updated: Oct 7, 2016 - 9:52pm