Announcing Delay Information to Improve Service in a Call Center With Repeat Customers

@article{Yu2019AnnouncingDI,
  title={Announcing Delay Information to Improve Service in a Call Center With Repeat Customers},
  author={Miao Yu and Chunguang Chang and Yufang Zhao and Ying Liu},
  journal={IEEE Access},
  year={2019},
  volume={7},
  pages={66281-66291}
}
We study the model of predicting and announcing delays, including customer satisfaction and repeat the behavior. In a call center, anticipated delays affect the customer behaviors of balking and reneging; we characterize the level of satisfaction with delay information to modulate customer reactions. In reality, a customer reacts by repeating behavior upon entering the service with a full perception of the delay. In particular, customers may feel dissatisfied when entering service because they… CONTINUE READING

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