Modeling Call Centers with Information about Anticipated Delays
Résumé
In this paper, we study the effect of informing customers about their anticipated delays in call centers. We consider a single class call center queueing model. Customers are allowed to be impatient, i.e., a customer may decide to leave and give up service if its waiting time in queue exceeds its random deadline of patience. We propose a method for modeling the customer reaction with regard to delays information. Thereafter, we conduct a numerical comparison between performance measures of both models with and without information. The experiments show how the expected customer satisfaction in the model with information would tip the scales in favor of that model.