2013 Fiscal Year Final Research Report
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
|
| Keywords | コールセンター / 待ち行列 / サービス科学 |
|---|
| 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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Research Products
(30 results)
