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| Presentation | 2012-03-08 10:30 Performance Analysis of Call Centers with Interactive Voice Response and Redial Customers: An Approach by Retrial Queues Kosuke Hashizume, Phung Duc Tuan, Shoji Kasahara, Yutaka Takahashi (Kyoto Univ.)  NS2011-198 |
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| Abstract | (in Japanese) | (See Japanese page) |
| (in English) | Recently, call centers are important from a customer service point of view because they have a significant impact on customer satisfaction. In general, most of management cost for call centers is labor cost for Customer Service Representatives (CSRs), and it is important for companies to manage CSRs in a cost-effective manner, keeping a high quality of customer service. Therefore, most of companies install Interactive Voice Response systems (IVRs) in order not to reduce CSR management cost, but also to provide high-quality customer service. In this paper, focusing on call centers with IVRs, we investigate the impact of the service time at IVRs and number of IVRs on the CSR utilization. To this end, we model the call center with IVRs by a queueing system with retrials, analyzing the steady state probability by a continuous-time Markov chain. We derive performance measures such as the mean number of redialing customers, the blocking probability and the mean sojourn time. Numerical results show that under a low arrival rate, the utilization factor of a CSR is insensitive to the IVR service time as well as the number of IVRs, and that the utilization factor grows proportionally with the increase in the probability that a customer in an IVR leaves for the CSR service. | |
| Keyword | (in Japanese) | (See Japanese page) |
| (in English) | call center / two-stage service / interactive voice respons / redial / retrial queues / / / | |
| Reference Info. | IEICE Tech. Rep., vol. 111, no. 468, NS2011-198, pp. 107-112, March 2012. | |
| Paper # | NS2011-198 | |
| Date of Issue | 2012-03-01 (NS) | |
| ISSN | Print edition: ISSN 0913-5685 Online edition: ISSN 2432-6380 | |
| Copyright and reproduction |
All rights are reserved and no part of this publication may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopy, recording, or any information storage and retrieval system, without permission in writing from the publisher. Notwithstanding, instructors are permitted to photocopy isolated articles for noncommercial classroom use without fee. (License No.: 10GA0019/12GB0052/13GB0056/17GB0034/18GB0034) | |
| Download PDF | NS2011-198 |
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| Conference Information | |
| Committee | NS IN |
| Conference Date | 2012-03-08 - 2012-03-09 |
| Place (in Japanese) | (See Japanese page) |
| Place (in English) | Miyazaki Seagia |
| Topics (in Japanese) | (See Japanese page) |
| Topics (in English) | General |
| Paper Information | |
| Registration To | NS |
| Conference Code | 2012-03-NS-IN |
| Language | Japanese |
| Title (in Japanese) | (See Japanese page) |
| Sub Title (in Japanese) | (See Japanese page) |
| Title (in English) | Performance Analysis of Call Centers with Interactive Voice Response and Redial Customers: An Approach by Retrial Queues |
| Sub Title (in English) | |
| Keyword(1) | call center |
| Keyword(2) | two-stage service |
| Keyword(3) | interactive voice respons |
| Keyword(4) | redial |
| Keyword(5) | retrial queues |
| Keyword(6) | |
| Keyword(7) | |
| Keyword(8) | |
| 1st Author's Name | Kosuke Hashizume |
| 1st Author's Affiliation | Kyoto University (Kyoto Univ.) |
| 2nd Author's Name | Phung Duc Tuan |
| 2nd Author's Affiliation | Kyoto University (Kyoto Univ.) |
| 3rd Author's Name | Shoji Kasahara |
| 3rd Author's Affiliation | Kyoto University (Kyoto Univ.) |
| 4th Author's Name | Yutaka Takahashi |
| 4th Author's Affiliation | Kyoto University (Kyoto Univ.) |
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| Speaker | Author-1 |
| Date Time | 2012-03-08 10:30:00 |
| Presentation Time | 20 minutes |
| Registration for | NS |
| Paper # | NS2011-198 |
| Volume (vol) | vol.111 |
| Number (no) | no.468 |
| Page | pp.107-112 |
| #Pages | 6 |
| Date of Issue | 2012-03-01 (NS) |
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