PERFORMANCE ANALYSIS OF A BRAZILIAN CALL CENTER WITH IMPATIENT CUSTOMERS USING M/Gc/1+G AND M/G/c+G QUEUING MODELS

This study analyzes performance measures in a Call Center with impatient customers, who may leave the system before being served. The abandonment of waiting line is measure subjective perception quality services offered, one main concerns managers systems. Based on data extracted from case Brazilian company, it shown that analytical queuing models M/Gc /1+G and M/G/c+G, generic distributions to represent service times (particularly mixed distributions) patience times, can be effective evaluate congestion problem this Center. sampling are compared measurements obtained through M/G/c+G models, using non-mixed based Exponential, Fatigue Life Normal customers’ patience. We not aware other studies literature research. results indicate that, general, use abandonment, exploring more elaborate model for accurate evaluating than such as M/M/c+M, M/M/c+G M/G/c+M.