Call centers with a postponed callback offer

DOI10.1007/S00291-017-0487-XMaRDI QIDQ1642068zbMATH OpenOpenAlexFDO

Authors Benjamin Legros, S. Ding, Oualid Jouini, R. D. van der Mei

Publication date 20 June 2018

Published in OR Spectrum (Search for Journal in Brave)

Full work available at URL https://ir.cwi.nl/pub/26791

zbMATH Keywords

callbackMarkov chainsperformance evaluationqueueing systemswaiting time

Mathematics Subject Classification ID

Markov chains (discrete-time Markov processes on discrete state spaces) (60J10) Queues and service in operations research (90B22)

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Cites work

• A Call-Routing Problem with Service-Level Constraints
• A model for rational abandonments from invisible queues
• A stochastic programming model for scheduling call centers with global service level agreements
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• Contact Centers with a Call-Back Option and Real-Time Delay Information
• First in line waiting times as a tool for analysing queueing systems
• scientific article; zbMATH DE number 3522951 (Why is no real title available?)
• Markov chain models of a telephone call center with call blending
• On Customer Contact Centers with a Call-Back Option: Customer Decisions, Routing Rules, and System Design
• Optimal flexibility configurations in newsvendor networks: going beyond chaining and pairing
• Performance analysis of an inbound call center with skills-based routing
• Profit-oriented shift scheduling of inbound contact centers with skills-based routing, impatient customers, and retrials
• Queueing model for call blending in call centers
• Queueing models of call centers: An introduction
• Queueing system MAP/M/N as a model of call center with call-back option
• Queueing system with heterogeneous customers as a model of a call center with a call-back for lost customers
• Staffing a call center with uncertain non-stationary arrival rate and flexibility
• Staffing multiskill call centers via linear programming and simulation
• The impact of customers' patience on delay and abandonment: some empirically-driven experiments with the \(\text{M/M}/n+G\) queue
• Unintended consequences of optimizing a queue discipline for a service level defined by a percentile of the waiting time

Cited in

(4)

• Transient analysis of a Markovian queue with deterministic rejection
• An optimal callback policy for general arrival processes: a pathwise analysis
• Contact Centers with a Call-Back Option and Real-Time Delay Information
• How does queueing information in pre-sales call centers affect customer repurchase behavior

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