| Budget Amount *help |
¥3,770,000 (Direct Cost: ¥2,900,000、Indirect Cost: ¥870,000)
Fiscal Year 2016: ¥1,300,000 (Direct Cost: ¥1,000,000、Indirect Cost: ¥300,000)
Fiscal Year 2015: ¥1,300,000 (Direct Cost: ¥1,000,000、Indirect Cost: ¥300,000)
Fiscal Year 2014: ¥1,170,000 (Direct Cost: ¥900,000、Indirect Cost: ¥270,000)
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| Outline of Final Research Achievements |
In this research, we develops several queueing models for call centers taking into account the behaviors of customers and servers. In particular, we consider retrial phenomenon in call center in which a customer who cannot connect with an operator in a call center may call again in some random time. Furthermore, customers who wait for available operators may abandon receiving service if the waiting time is too long. Furthermore, operators may call to customers when there are not waiting calls. After a call completion, the operator may have to do some post-call activities, such as updating information about the completed call. By analyzing models with these features, we can obtain some performance measures which could be used in optimal design of call centers.
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