The impact of retrials on call center performance

@article{Aguir2004TheIO,
  title={The impact of retrials on call center performance},
  author={M. Salah Aguir and Fikri Karaesmen and O. Zeynep Aksin and Fabrice Chauvet},
  journal={OR Spectrum},
  year={2004},
  volume={26},
  pages={353-376}
}
Abstract.This paper models a call center as a Markovian queue with multiple servers, where customer balking, impatience, and retrials are modeled explicitly. The resulting queue is analyzed both in a stationary and non-stationary setting. For the stationary setting a fluid approximation is proposed, which overcomes the computational burden of the continuous time markov chain analysis, and which is shown to provide an accurate representation of the system for large call centers with high system… Expand
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