Performance analysis of a call center with interactive voice response units

  title={Performance analysis of a call center with interactive voice response units},
  author={Rajan Srinivasan and Jerome Talim and Jinting Wang},
A Call center may be defined as a service unit where a group of agents handle a large volume of incoming telephone calls for the purpose of sales, service, or other specialized transactions. Typically a call center consists of telephone trunk lines, a switching machine known as the automatic call distributor (ACD) together with a voice response unit (VRU), and telephone sales agents. Customers usually dial a special number provided by the call center; if a trunk line is free, the customer… Expand
Staffing a call center with interactive voice response units and impatient calls
  • Jinting Wang, R. Srinivasan
  • Computer Science
  • 2008 IEEE International Conference on Service Operations and Logistics, and Informatics
  • 2008
It is shown that abandonment of calls will influence the waiting time and hence the number of agents needed to meet a specific service level, and a serial network model is introduced to determine the optimal quantities of theNumber of trunk lines and agents subject to given service level. Expand
Designing a call center with an IVR (Interactive Voice Response)
A Markovian model for a call center with an IVR is studied, which approximate operational performance measures, such as the probability for a busy signal and the average wait time for an agent, in an asymptotic regime known as QED or the Halfin–Whitt regime, which accommodates moderate to large call centers. Expand
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The analytical model presented in this contribution is solved under the condition of statistical equilibrium and takes into account the interactive voice response module service time, the conversation time and the wrap-up time. Expand
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This paper studies a call center made up of trunk lines, IVRUs and Customer Service Representatives (CSRs), and assumes that each call abandons the queue independently of each other when waiting for CSRs. Expand
Robust Design and Control of Call Centers with Flexible Interactive Voice Response Systems
This work forms a stochastic program to determine the number of agents needed in the second stage as well as the proportion of customers that should be selected for each IVR service mode under different demand levels with the objective of minimizing the total staffing and abandonment costs. Expand
Queueing analysis of internet-based call centers with interactive voice response and redial
Numerical results show that under a low arrival rate of new calls, the utilization of a CSR is insensitive to the IVR service time as well as to the number of IVRs, and that the utilization grows proportionally with the increase in the probability that a customer in an IVR leaves for the CSR service. Expand
Performance analysis of call centers with abandonment, retrial and after-call work
A multiserver queueing model with abandonment, retrial and after-call work for call centers using a continuous-time level-dependent quasi-birth-and-death process for which a sufficient condition for the ergodicity is derived is derived. Expand
Robust Design and Control of Call Centers with Flexible IVR Systems
We consider the robust design and control of call center systems with flexible interactive voice response (IVR) systems. In a typical call center equipped with an IVR system, customers are handledExpand
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Telephone call centers are an integral part of many businesses, and their economic role is significant and growing. They are also fascinating socio-technical systems in which the behavior ofExpand
Quality Management in the Design of TLC Call Centres
Call centres rely heavily on the self-service paradigm through the use of an automated IVR (Interactive Voice Response) system. The service time delivered by the IVR is a major component of theExpand


Designing a Call Center with Impatient Customers
This paper analyzes the simplest abandonment model, in which customers' patience is exponentially distributed and the system's waiting capacity is unlimited ( M/ M/ N +M), and derives approximations for performance measures and proposes "rules of thumb" for the design of large call centers. Expand
Exponential Approximation of Multi-Skill Call Centers Architecture
A model of a multi-skill call center as a network of queues where calls are considered as customers requesting service, agents as servers and each queue is approximate as an M/M/r loss system is illustrated. Expand
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  • R. Wolff
  • Mathematics, Computer Science
  • Oper. Res.
  • 1982
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