Performance Analysis of Call Centers using Retrial Queues and Its Application to Service Science
| Project/Area Number |
24810005
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| Research Category |
Grant-in-Aid for Research Activity Start-up
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| Allocation Type | Single-year Grants |
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| Research Field |
Social systems engineering/Safety system
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| Research Institution | Tokyo Institute of Technology |
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Principal Investigator |
PHUNG-DUC Tuan 東京工業大学, 情報理工学(系)研究科, 助教 (20633465)
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| Project Period (FY) |
2012-08-31 – 2014-03-31
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| Project Status |
Completed (Fiscal Year 2013)
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| Budget Amount *help |
¥3,120,000 (Direct Cost: ¥2,400,000、Indirect Cost: ¥720,000)
Fiscal Year 2013: ¥1,430,000 (Direct Cost: ¥1,100,000、Indirect Cost: ¥330,000)
Fiscal Year 2012: ¥1,690,000 (Direct Cost: ¥1,300,000、Indirect Cost: ¥390,000)
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| Keywords | コールセンター / 待ち行列 / サービス科学 / 待ち行列理論 / 再試行型待ち行列 / 途中放棄 / 混合型コールセンター / サービスシステム / 性能評価 / 準出生死滅過程 |
|---|
| Research Abstract |
Call center is a channel for two way communication between a company and its customers. The main cost for call center is due to the labor cost of operators. Thus, and it is important for companies to manage operators in a cost-effective manner, keeping a high quality of customer service. In this project, we develop several queueing models and analyze them in order to find the cost and performance trade-off in call centers taking into account the behaviors of customers as well as of operators such as retrials, abandonment and after-call work.
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Report
(3 results)
Research Products
(37 results)
