Statistical Analysis of a Telephone Call Center

@article{Brown2005StatisticalAO,
  title={Statistical Analysis of a Telephone Call Center},
  author={Lawrence Brown and Noah Gans and Avishai Mandelbaum and Anat Sakov and Haipeng Shen and Sergey Zeltyn and Linda H. Zhao},
  journal={Journal of the American Statistical Association},
  year={2005},
  volume={100},
  pages={36 - 50}
}
A call center is a service network in which agents provide telephone-based services. Customers who seek these services are delayed in tele-queues. This article 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, customer patience, and service… Expand
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A call center is a service network in which agents provide telephone-based services. Customers that seek these services are delayed in tele-queues. This paper summarizes an analysis of a uniqueExpand
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It is usually assumed that the arrivals to a queue will follow a Poisson process. In its simplest form, such a process has a constant arrival rate. However this assumption is not always valid inExpand
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