Call center service times are lognormal: A Fokker–Planck description

Are human interactivity times lognormal?

In this paper, we are analyzing the interactivity time, defined as the duration between two consecutive tasks such as sending emails, collecting friends and followers and writing comments in online social networks (OSNs). The distributions of these times are heavy tailed and often described by a power-law distribution. However, powerlaw distributions usually only fit the heavy tail of empirical...

Nonparametric Modelling of Time-varying Customer Service Times at a Bank Call Center

Service Times in Call Centers: A Data-Based Perspective

Traditionally, both researchers and practitioners relied on standard Erlang queueing models to analyze call center operations. In those models, service times are assumed to be independent and identically distributed exponential random variables with a constant mean. Going beyond such unrealistic assumptions has strong implications, as is evidenced by theoretical advances in the recent literatur...

Telecommunication Service Gap: Call Center Service Quality Perception and Satisfaction

The call center industry is a relatively new in Bangladesh. Only telecommunications and very few organizations are now providing customer service and support via call centers. Call centers do not exist for the customer to physically interact with, apart from via the telephone. The nature of the service encounter between the call center and customer is predominantly undertaken by using technolog...

SANet: a service-agent network for call-center scheduling

We consider a network of service-providing agents, where different agents have different capabilities, availability, and cost to solve problems. These characteristics are particularly important in practice for semi-automated call centers which provide quality customer service in real time. We have developed SANet, a service agent network for call center automation, to serve as an experimental t...