Modeling a Phone Center: Analysis of a Multichannel, Multiresource Processor Shared Loss System

This paper presents a model for the study of operations at an inbound call center. The call center is modeled as a multiclass processor shared loss system, where the interacting effects of human, telecommunication, and information technology resources are explicitly incorporated. Product form solutions and approximations for this type of system are provided along with expressions for 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.
1. Introduction Phone centers, also known as customer service centers and call centers, are becoming ever more prevalent in a variety of industries ranging from financial services to retail companies [...]