Modeling a Phone Center: Analysis of a Multi-Channel Multi-Resource Processor Shared Loss System

WFIC 96-02

Posted: 9 Jul 1998

See all articles by O. Zeynep Aksin

O. Zeynep Aksin

Koc University

Patrick T. Harker

University of Pennsylvania - Operations & Information Management Department

Date Written: January 1996

Abstract

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 a method using convolutions to compute performance measures like blocking and reneging. Some structural properties of system throughput are analyzed in an effort to pave the way for future optimization studies dealing with the design and management of phone centers.

JEL Classification: G21, O33

Suggested Citation

Aksin, O. Zeynep and Harker, Patrick T., Modeling a Phone Center: Analysis of a Multi-Channel Multi-Resource Processor Shared Loss System (January 1996 ). WFIC 96-02, Available at SSRN: https://ssrn.com/abstract=7174

O. Zeynep Aksin (Contact Author)

Koc University ( email )

Rumelifeneri Yolu
34450 Sar?yer
Istanbul, 34450
Turkey

Patrick T. Harker

University of Pennsylvania - Operations & Information Management Department ( email )

Philadelphia, PA 19104
United States
215-898-4715 (Phone)
215-573-2065 (Fax)

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