Skip to main content
SpringerLink
Log in

Investigation of call centers as retrial queuing systems

  • Published:
Cybernetics and Systems Analysis Aims and scope

Abstract

The paper analyzes the mathematical models of call centers that take into account repeated calls and the specific features and key aspects of modeling call centers as retrial queues. Queuing systems M/M/c/0/L/H j , M/M/c/0///E 2, and M/M/c/0/L//E 2 are considered as models of call centers. Numerical results for the performance indices of these systems are given.

This is a preview of subscription content, log in via an institution to check access.

Access this article

Log in via an institution

Price excludes VAT (USA)
Tax calculation will be finalised during checkout.

Instant access to the full article PDF.

Institutional subscriptions

Similar content being viewed by others

References

  1. N. Gans, G. Koole, and A. Mandelbaum, “Telephone call centers: tutorial, review, and research prospects,” Manufacturing and Service Operations Management (M&SOM), 5, No. 2, 79–141 (2003).

    Article  Google Scholar 

  2. A. Mandelbaum, Call Centers (Centres): Research Bibliography with Abstracts, Version 7 (2006), http://iew3.technion.ac.il/serveng/References/US7_CC_avi.pdf.

  3. G. I. Falin and J. G. C. Templeton, Retrial Queues, Chapmen & Hall, London (1997).

    MATH  Google Scholar 

  4. S. V. Pustova, “Dependence of performance indices of a call center on the distribution calls’ sojourn time in the orbit,” Cybern. Syst. Analysis, 45, No. 2, 314–325 (2009).

    Article  MATH  Google Scholar 

  5. M. S. Aguir, F. Karaesmen, Z. Aksin, and F. Chauvet, “The impact of retrials on call center performance,” Oper. Res., 26, 353–376 (2004).

    MATH  MathSciNet  Google Scholar 

  6. M. S. Aguir, O. Z. Aksin, F. Karaesmen, and Y. Dallery, “On the interaction between retrials and sizing of call centers,” Europ. J. Oper. Res., 191, No. 2, 398–408 (2008).

    Article  MATH  Google Scholar 

Download references

Author information

Authors and Affiliations

  1. National Aviation University, Kyiv, Ukraine

    S. V. Pustova

Authors
  1. S. V. Pustova
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to S. V. Pustova.

Additional information

The study was supported by the Ministry of Education and Science of Ukraine (NDR of April 22, 2009, Contract No. M/202-2009).

Translated from Kibernetika i Sistemnyi Analiz, No. 3, pp. 162–168, May–June 2010.

Rights and permissions

Reprints and permissions

About this article

Cite this article

Pustova, S.V. Investigation of call centers as retrial queuing systems. Cybern Syst Anal 46, 494–499 (2010). https://doi.org/10.1007/s10559-010-9224-z

Download citation

  • Received:

  • Published:

  • Issue Date:

  • DOI: https://doi.org/10.1007/s10559-010-9224-z

Keywords

Search

Navigation