Telephone Call Centers: Tutorial, Review, and Research Prospects

@article{Gans2003TelephoneCC,
  title={Telephone Call Centers: Tutorial, Review, and Research Prospects},
  author={Noah Gans and Ger Koole and Avishai Mandelbaum},
  journal={Manufacturing & Service Operations Management},
  year={2003},
  volume={5},
  pages={79-141}
}
Telephone call centers are an integral part of many businesses, and their economic role is significant and growing. They are also fascinating sociotechnical systems in which the behavior of customers and employees is closely intertwined with physical performance measures. In these environments traditional operational models are of great value--and at the same time fundamentally limited--in their ability to characterize system performance.We review the state of research on telephone call centers… CONTINUE READING

Figures, Results, and Topics from this paper.

Key Quantitative Results

  • In a large, best-practice call center, many hundreds of agents can cater to many thousands of phone callers per hour; agent utilization levels can average between 90% to 95%; no customer encounters a busy signal and, in fact, about half of the customers are answered immediately; the waiting time of those delayed is measured in seconds, and the fraction that abandon while waiting varies from the negligible to a mere 1-2%.

Citations

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