Empirical analysis for individual behavior of impatient customers in a call center

Abstract

Sound scientific principles must be prerequisites for sustaining the levels of service and efficiency of modern call center, and these principles, in turn, better is based on real-world data. For example, in order to determine the least number of agents that could provide a given service level, it is critical to understand customers' impatience while waiting at the phone to be served. In this paper, we use stochastic models to plan call center operations and analyze projected performance focusing on the impatience of customers through simulation experiments. © Springer-Verlag Berlin Heidelberg 2005.