Mathematical model of a call center with self-service facility

Dmitry Efrosinin; Mais Farhadov

Mathematical model of a call center with self-service facility

Dmitry Efrosinin
, Mais Farhadov

Institute of Stochastics

Research output: Chapter in Book/Report/Conference proceeding › Conference proceedings › peer-review

Abstract

In this paper we consider a queueing model to estimate and optimize a modern architecture call center having a self-service facility on the base of computer speech recognition. A call-center is presented by a two-node network with one node describing the ports of self-service and other one describing an operator group. Automated service of a customer can be successfull (and the customer leaves the system) of not (and the customer goes to the operator group). We obtain stationary probabilities of the system states and derive performance characteristics.

Original language	English
Title of host publication	Distributed Computer and Communication Networks. Theory and Applications (DCCN-2009)
Number of pages	10
Publication status	Published - 2009

Fields of science

101 Mathematics
101014 Numerical mathematics
101018 Statistics
101019 Stochastics
101024 Probability theory

Cite this

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abstract = "In this paper we consider a queueing model to estimate and optimize a modern architecture call center having a self-service facility on the base of computer speech recognition. A call-center is presented by a two-node network with one node describing the ports of self-service and other one describing an operator group. Automated service of a customer can be successfull (and the customer leaves the system) of not (and the customer goes to the operator group). We obtain stationary probabilities of the system states and derive performance characteristics.",

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AB - In this paper we consider a queueing model to estimate and optimize a modern architecture call center having a self-service facility on the base of computer speech recognition. A call-center is presented by a two-node network with one node describing the ports of self-service and other one describing an operator group. Automated service of a customer can be successfull (and the customer leaves the system) of not (and the customer goes to the operator group). We obtain stationary probabilities of the system states and derive performance characteristics.

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BT - Distributed Computer and Communication Networks. Theory and Applications (DCCN-2009)

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