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Article: Statistical analysis of a telephone call center: A queueing-science perspective

TitleStatistical analysis of a telephone call center: A queueing-science perspective
Authors
KeywordsLognormal distribution
Multiserver queue
Abandonment
Queueing science
Queueing theory
Prediction of Poisson rates
Arrivals
Call center
Censored data
Erlang-A
Erlang-C
Human patience
Inhomogeneous Poisson process
Khintchine-Pollaczek formula
Issue Date2005
Citation
Journal of the American Statistical Association, 2005, v. 100, n. 469, p. 36-50 How to Cite?
AbstractA call center is a service network in which agents provide telephone-based services. Customers who seek these services are delayed in tele-queues. This article 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 the service process into three fundamental components: arrivals, customer patience, and service durations. Each component involves different basic mathematical structures and requires a different style of statistical analysis. Some of the key empirical results are sketched, along with descriptions of the varied techniques required. Several statistical techniques are developed for analysis of the basic components. One of these techniques is a test that a point process is a Poisson process. Another involves estimation of the mean function in a nonparametric regression with lognormal errors. A new graphical technique is introduced for nonparametric hazard rate estimation with censored data. Models are developed and implemented for forecasting of Poisson arrival rates. Finally, the article surveys how the characteristics deduced from the statistical analyses form the building blocks for theoretically interesting and practically useful mathematical models for call center operations. © 2005 American Statistical Association.
Persistent Identifierhttp://hdl.handle.net/10722/219816
ISSN
2015 Impact Factor: 1.725
2015 SCImago Journal Rankings: 3.447

 

DC FieldValueLanguage
dc.contributor.authorBrown, Lawrence-
dc.contributor.authorGans, Noah-
dc.contributor.authorMandelbaum, Avishai-
dc.contributor.authorSakov, Anat-
dc.contributor.authorShen, Haipeng-
dc.contributor.authorZeltyn, Sergey-
dc.contributor.authorZhao, Linda-
dc.date.accessioned2015-09-23T02:58:01Z-
dc.date.available2015-09-23T02:58:01Z-
dc.date.issued2005-
dc.identifier.citationJournal of the American Statistical Association, 2005, v. 100, n. 469, p. 36-50-
dc.identifier.issn0162-1459-
dc.identifier.urihttp://hdl.handle.net/10722/219816-
dc.description.abstractA call center is a service network in which agents provide telephone-based services. Customers who seek these services are delayed in tele-queues. This article 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 the service process into three fundamental components: arrivals, customer patience, and service durations. Each component involves different basic mathematical structures and requires a different style of statistical analysis. Some of the key empirical results are sketched, along with descriptions of the varied techniques required. Several statistical techniques are developed for analysis of the basic components. One of these techniques is a test that a point process is a Poisson process. Another involves estimation of the mean function in a nonparametric regression with lognormal errors. A new graphical technique is introduced for nonparametric hazard rate estimation with censored data. Models are developed and implemented for forecasting of Poisson arrival rates. Finally, the article surveys how the characteristics deduced from the statistical analyses form the building blocks for theoretically interesting and practically useful mathematical models for call center operations. © 2005 American Statistical Association.-
dc.languageeng-
dc.relation.ispartofJournal of the American Statistical Association-
dc.subjectLognormal distribution-
dc.subjectMultiserver queue-
dc.subjectAbandonment-
dc.subjectQueueing science-
dc.subjectQueueing theory-
dc.subjectPrediction of Poisson rates-
dc.subjectArrivals-
dc.subjectCall center-
dc.subjectCensored data-
dc.subjectErlang-A-
dc.subjectErlang-C-
dc.subjectHuman patience-
dc.subjectInhomogeneous Poisson process-
dc.subjectKhintchine-Pollaczek formula-
dc.titleStatistical analysis of a telephone call center: A queueing-science perspective-
dc.typeArticle-
dc.description.natureLink_to_subscribed_fulltext-
dc.identifier.doi10.1198/016214504000001808-
dc.identifier.scopuseid_2-s2.0-14944380366-
dc.identifier.volume100-
dc.identifier.issue469-
dc.identifier.spage36-
dc.identifier.epage50-

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