Statistical Analysis of a Telephone Call Center

  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},
  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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  • Siddharth Mahajan
  • Computer Science
  • American Journal of Operations Management and Information Systems
  • 2019
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