Article detail · 2015
Call Center Delay Announcement Using a Newsvendor Like Performance Criterion
- Year
- 2015
- Type
- article
Data source split
- YÖKSİS YÖKSİS article record
- YÖKSİS venue Production and Operations Management
- Catalog match (ISSN) Production and Operations Management
- OpenAlex OpenAlex enrichment (abstract, citations, topics)
Abstract
OpenAlex · English
The problem of estimating delays experienced by customers with different priorities, and the determination of the appropriate delay announcement to these customers, in a multi‐class call center with time varying parameters, abandonments, and retrials is considered. The system is approximately modeled as an M ( t )/ M / s ( t ) queue with priorities, thus ignoring some of the real features like abandonments and retrials. Two delay estimators are proposed and tested in a series of simulation experiments. Making use of actual state‐dependent waiting time data from this call center, the delay announcements from the estimated delay distributions that minimize a newsvendor‐like cost function are considered. The performance of these announcements is also compared to announcing the mean delay. We find that an Erlang distribution‐based estimator performs well for a range of different under‐announcement penalty to over‐announcement penalty ratios.
Topics
Citations
OpenAlex cited_by_count. Not a WoS or Scopus citation count; those sources have no separate column here.
26 citations
OpenAlex cited_by_count (cache / database)
3 publications in the local catalog that cite this work (OpenAlex reference match; not the full global list).