A new model for call centre queue management

Abstract

A new model for call centre queue management is described. It incorporates important features of call centre queues and is shown to produce results that are very different from those produced by the more usual models. The analytic approach is easy to apply, and is used to offer some interesting insights for call center queue management.

Keywords:

• call centres
• queue management
• queueing
• time-dependent behaviour

Presented at YOR13, Bath, 2003.

Presented at YOR13, Bath, 2003.