Designing a Call Center with Impatient Customers

@article{Garnett2002DesigningAC,
  title={Designing a Call Center with Impatient Customers},
  author={O. Garnett and Avishai Mandelbaum and Martin I. Reiman},
  journal={Manufacturing & Service Operations Management},
  year={2002},
  volume={4},
  pages={208-227}
}
The most common model to support workforce management of telephone call centers is theM/ M/ N/ B model, in particular its special casesM/ M/ N (Erlang C, which models out busy signals) andM/ M/ N/ N (Erlang B, disallowing waiting). All of these models lack a central prevalent feature, namely, that impatient customers might decide to leave (abandon) before their service begins.In this paper, we analyze the simplest abandonment model, in which customers' patience is exponentially distributed and… CONTINUE READING

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