Resource title

Modeling a phone center: analysis of a multi-channel multi-resource processor shared loss system

Resource image

image for OpenScout resource :: Modeling a phone center: analysis of a multi-channel multi-resource processor shared loss system

Resource description

This paper presents a model for the study of operations at an inbound call center. The call center is modeled as a multi-class processor shared loss system, where the interacting effects of human, telecommunication and information technology resources are explicitly incorporated. Product form solutions for this type of system are provided along with expressions for performance measures like blocking and reneging. Some structural properties of system throughout are analyzed in an effort to pave the way for future optimization studies dealing with the design and management of phone centers

Resource author

Resource publisher

Resource publish date

Resource language

en

Resource content type

application/pdf

Resource resource URL

http://flora.insead.edu/fichiersti_wp/inseadwp1997/97-57.pdf

Resource license

Copyright INSEAD. All rights reserved