Performance analysis of a call center with interactive voice response units

@article{Srinivasan2004PerformanceAO,
  title={Performance analysis of a call center with interactive voice response units},
  author={Rajan Srinivasan and Jerome Talim and Jinting Wang},
  journal={Top},
  year={2004},
  volume={12},
  pages={91-110}
}
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
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