Statistical Analysis of a Telephone Call Center
نویسندگان
چکیده
منابع مشابه
Statistical Analysis of a Telephone Call Center: A Queueing-Science Perspective
A call center is a service network in which agents provide telephone-based services. Customers that seek these services are delayed in tele-queues. This paper summarizes an analysis of a unique record of call center operations. The data comprise a complete operational history of a small banking call center, call by call, over a full year. Taking the perspective of queueing theory, we decompose ...
متن کاملStochastic Data Analysis and Modeling of a Telephone Call Center
In this paper, stochastic data models for the arrival process of a call center are investigated. Comprehensive analysis of real-life call center data revealed several problems with modeling arrival processes. The high uncertainty in the arrival counts during different time intervals and the strong correlation between arrivals counts in consecutive time periods show that using popular models are...
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Accurate forecasting of call arrivals is critical for staffing and scheduling of a telephone call center. We develop methods for day-to-day and dynamic within-day forecasting of incoming call volumes. Our approach is to treat the intra-day call volume profiles as a highdimensional vector time series. We propose to first reduce the dimensionality by singular value decomposition of the matrix of ...
متن کاملModeling Daily Arrivals to a Telephone Call Center
W develop stochastic models of time-dependent arrivals, with focus on the application to call centers. Our models reproduce three essential features of call center arrivals observed in recent empirical studies: a variance larger than the mean for the number of arrivals in any given time interval, a time-varying arrival intensity over the course of a day, and nonzero correlation between the arri...
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GERAD and Département d’Informatique et de Recherche Opérationnelle Université de Montréal, C.P. 6128, Succ. Centre-Ville Montréal, H3C 3J7, CANADA *Department of Industrial Engineering, Faculty of Engineering Kasetsart University, Bangkok, THAILAND †School of Business, University of Alberta, Edmonton, Alberta, T6G 2R6, CANADA [email protected] • [email protected] • fengj...
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ژورنال
عنوان ژورنال: Journal of the American Statistical Association
سال: 2005
ISSN: 0162-1459,1537-274X
DOI: 10.1198/016214504000001808