scholarly journals Staffing to Maximize Profit for Call Centers with Impatient and Repeat-Calling Customers

2015 ◽  
Vol 2015 ◽  
pp. 1-10 ◽  
Author(s):  
Jun Gong ◽  
Miao Yu ◽  
Jiafu Tang ◽  
Manru Li
Keyword(s):  
Waiting Time ◽  
Call Center ◽  
Numerical Experiments ◽  
Call Centers ◽  
Arrival Rate ◽  
Customer Behavior ◽  
Queuing Model ◽  
Direct Function ◽  
Many Server Queues

Motivated by call center practice, we study the optimal staffing of many-server queues with impatient and repeat-calling customers. A call center is modeled as an M/M/s+M queue, which is developed to a behavioral queuing model in which customers come and go based on their satisfaction with waiting time. We explicitly take into account customer repeat behavior, which implies that satisfied customers might return and have an impact on the arrival rate. Optimality is defined as the number of agents that maximize revenues net of staffing costs, and we account for the characteristic that revenues are a direct function of staffing. Finally, we use numerical experiments to make certain comparisons with traditional models that do not consider customer repeat behavior. Furthermore, we indicate how managers might allocate staffing optimally with various customer behavior mechanisms.

scholarly journals Optimization Design of X-ray Conveyer Belt Length for Subway Security Check Systems in Beijing, China

2020 ◽  
Vol 12 (5) ◽  
pp. 2133 ◽  
Author(s):  
Zhonghua Wei ◽  
Sinan Chu ◽  
Zhengde Huang ◽  
Shi Qiu ◽  
Qixuan Zhao
Keyword(s):  
Waiting Time ◽  
Optimization Design ◽  
Arrival Rate ◽  
Conveyer Belt ◽  
Modeling Framework ◽  
Queuing Model ◽  
X Ray ◽  
Potential Safety ◽  
Subway Stations ◽  
Security Check

The frequent terrorist attacks in subways has dramatically increased the necessity and importance of security check systems (SCSs). The implementation of a SCS in China has successfully eliminated lots of potential safety hazards. However, the excessive waiting time due to the SCS is also an issue. SCS efficiency is greatly affected by the length of the conveyer belt of the X-ray machine (CBXM). A scheme for optimizing the CBXM length to accommodate different passenger flows is proposed in this paper. A modeling framework is developed for associating the CBXM length with the queuing waiting time based on a M/M/1/N queuing model. The optimal scheme of CBXM length calculated from the model demonstrates that the passenger queuing time is saved by 15.7%, 16.0%, and 23.3% with the passenger arrival rate of 4000, 5000, and 6000, respectively, greatly reducing queuing crowdedness. The scheme can be used to select X-ray machines for subway stations by their passenger arrival rates. In addition, the findings of this paper could be a crucial supplement and perfect the design code of subway SCSs.

scholarly journals Call Redistribution for a Call Center Based on Speech Emotion Recognition

2020 ◽  
Vol 10 (13) ◽  
pp. 4653 ◽  
Author(s):  
Milana Bojanić ◽  
Vlado Delić ◽  
Alexey Karpov
Keyword(s):  
Health Care ◽  
Emotion Recognition ◽  
Elderly People ◽  
Waiting Time ◽  
Call Center ◽  
Call Centers ◽  
Speech Emotion Recognition ◽  
Emotional States ◽  
Short Period ◽  
Care Support

Call center operators communicate with callers in different emotional states (anger, anxiety, fear, stress, joy, etc.). Sometimes a number of calls coming in a short period of time have to be answered and processed. In the moments when all call center operators are busy, the system puts that call on hold, regardless of its urgency. This research aims to improve the functionality of call centers by recognition of call urgency and redistribution of calls in a queue. It could be beneficial for call centers giving health care support for elderly people and emergency call centers. The proposed recognition of call urgency and consequent call ranking and redistribution is based on emotion recognition in speech, giving greater priority to calls featuring emotions such as fear, anger and sadness, and less priority to calls featuring neutral speech and happiness. Experimental results, obtained in a simulated call center, show a significant reduction in waiting time for calls estimated as more urgent, especially the calls featuring the emotions of fear and anger.

scholarly journals A Study of Service in Restaurant by Using Queuing Model

2013 ◽  
Vol 5 ◽  
pp. 14-18
Author(s):  
G.D. Mishra ◽  
Vijiya Singh Chauhan ◽  
Nikita Chandra
Keyword(s):  
Numerical Model ◽  
Waiting Time ◽  
Queuing Theory ◽  
Arrival Rate ◽  
Utilization Rate ◽  
Service Rate ◽  
Case Scenario ◽  
Queuing Model ◽  
Restaurant Management ◽  
Potential Customers

The restaurants want to avoid losing their customers due to a long wait on the line. This shows a need of a numerical model for the restaurant management to understand the situation better. This paper aims to show that queuing theory satisfies the model when tested with a real-case scenario. We obtained the data from a restaurant. We then derive the arrival rate, service rate, utilization rate, waiting time in queue and the probability of potential customers to balk based on the data using Little’s Theorem and M/M/1 queuing model. We conclude the paper by discussing the benefits of performing queuing analysis to a busy restaurant.

scholarly journals Deskripsi Sistem Antrian pada Klinik Dokter Spesialis Penyakit Dalam

2012 ◽  
Vol 12 (1) ◽  
pp. 72
Author(s):  
Deiby T Salaki
Keyword(s):  
Direct Observation ◽  
Waiting Time ◽  
Arrival Rate ◽  
Queuing System ◽  
Queuing Model ◽  
Average Waiting Time ◽  
Number Of Patients

DESKRIPSI SISTEM ANTRIAN PADA KLINIK DOKTER SPESIALIS PENYAKIT DALAM ABSTRAK Penelitian ini dilakukan untuk mengetahui deskripsi sistem antrian pada klinik dokter internist. Pengumpulan data dilakukan secara langsung pada klinik dokter internist JHA selama 12 hari, selama 2 jam waktu pengamatan tiap harinya pada periode sibuk.. Model antrian yang digunakan adalah model (M/M/1) : (FIFO/~/~), tingkat kedatangan bersebaran poisson, waktu pelayanan bersebaran eksponensial, dengan jumlah pelayanan adalah seorang dokter, disiplin antrian yang digunakan adalah pasien yang pertama datang yang pertama dilayani, jumlah pelayanan dalam sistem dan ukuran populasi pada sumber masukan adalah tak berhingga.  Sistem antrian pada klinik ini memiliki kecepatan kedatangan pelayanan anamnesa rata-rata  menit 1 orang pasien datang, kecepatan kedatangan pelayanan pemeriksaan fisik rata-rata  menit 1 orang pasien datang, rata-rata waktu pelayanan anamnesa untuk  seorang pasien  menit, rata-rata waktu pelayanan pemeriksaan fisik untuk  seorang pasien  menit, peluang kesibukan  pelayanan anamnesa sebesar , peluang kesibukan  pelayanan pemeriksaan fisik sebesar , dan peluang pelayanan anamnesa menganggur sebesar , peluang pelayanan pemeriksaan fisik menganggur sebesar . Rata-rata banyaknya pengantri untuk anamnesa adalah  pasien sedangkan untuk pemeriksaan fisik  pasien, rata-rata banyaknya pengantri dalam sistem adalah  pasien, waktu rata-rata seorang pasien dalam klinik adalah  menit, waktu rata-rata seseorang pasien untuk antri adalah  menit. Kata kunci: Sistem Antrian, Klinik Penyakit Dalam  DESCRIPTION OF QUEUING SYSTEM AT THE INTERNIST CLINIC ABSTRACT This research determines the description of queuing system at the internist Clinic. Data collected by direct observation during 12 days and in 2 hours. Queuing model that used is model of (M/M/1): (FIFO /~/~). Based on the research, the clinic has 3.256 minutes per patient in average arrival rate for anamnesys, the average arrival rate for diaagnosys is 3.255 minutes per patient, average service speed for anamnesys is 2.675 minutes per patient, average service speed for diagnosys is 12.635 minutes, the probability of busy periods for anamnesys is 0.864, the probability of busy periods for diagnosys is 0.832 and probability of all free services or no patient in the anamnesys equal to 0.136, probability of all free services or no patient in the anamnesys equal to 0.168. The average number of patients in anamnesys queue is 5 patients, the average number of patients in diagnosys queue is 4 patients, the average number of patients in the system is 10 patients, the average waiting time in the system is 47.078 minutes and the average queuing time is 31.660 minutes. Keywords: Queuing system, internist clinic

scholarly journals An Improved Queuing Model for Reducing Average Waiting Time of Emergency Surgical Patients Using Preemptive Priority Scheduling

2021 ◽  
Vol 9 (6) ◽  
pp. 827-840
Keyword(s):  
Waiting Time ◽  
Time Management ◽  
Arrival Rate ◽  
Preemptive Priority ◽  
Queuing Model ◽  
Priority Scheduling ◽  
Average Waiting Time ◽  
Public Sector Hospital ◽  
Medical Facilities ◽  
The Mean

Our research objective is to reduce the Average Waiting Time for patients in an Emergency Department of public sector hospital. We have based our model on M/M/s Queuing System, our study revealssignificant findings on arrival rate of patients. During this simulation, we have used a preemptive priority scheduling model. In our practice, the arrival rate followed a Poisson distribution, averaging 30 patients per hour, with the Mean Service time of1.5 hours and Average Waiting Time recorded around 12.13 minutes. This research offersvaluable help to achieve better time management in emergency departments of high-density medical facilities.

A Study to Setting Function of Queuing Discipline in Highway Tollgate

2013 ◽  
Vol 734-737 ◽  
pp. 1594-1597 ◽  
Author(s):  
Li Ying Wang ◽  
Yong Feng
Keyword(s):  
Waiting Time ◽  
Road Traffic ◽  
Hypothesis Test ◽  
Arrival Rate ◽  
Highway Traffic ◽  
Contributing Factors ◽  
Queuing Model ◽  
Traffic Efficiency ◽  
Traffic Jams ◽  
Traffic Capacity

The traffic capacity of the highway toll station strongly affects the traffic capacity of the whole road, and restricts road traffic. In order to avoid the highway traffic jams and decline of traffic efficiency, this article studied highway tollgate queuing discipline, which is one of the main contributing factors, aiming to reduce waiting time and reduce traffic jams. Based on the study of arrival rate of vehicles during peak hours and normal time, waiting time, queue length and the average efficiency of the service for each tollgate, a reasonable and feasible mathematical model is proposed. In this model, the vehicle arrival data obeys the Poisson distribution and transformed service time obeys the exponential distribution. Related data was given and the hypothesis test was conduced. By comparing rules before and after the establishment of the highway queuing model, the author offered suggestions on highway construction.

OPTIMIZATION OF OVERFLOW POLICIES IN CALL CENTERS

2015 ◽  
Vol 29 (3) ◽  
pp. 461-471 ◽  
Author(s):  
G.M. Koole ◽  
B.F. Nielsen ◽  
T.B. Nielsen
Keyword(s):  
Performance Measures ◽  
Waiting Time ◽  
Optimal Policy ◽  
Call Center ◽  
Present Method ◽  
Call Centers ◽  
Waiting Times ◽  
Service Level ◽  
Markovian Approximation ◽  
Markov Decision

We examine how overflow policies in a multi-skill call center should be designed to accommodate performance measures that depend on waiting time percentiles such as service level. This is done using a discrete Markovian approximation of the waiting time of the first customers waiting in line. A Markov decision chain is used to determine the optimal policy. This policy outperforms considerably the ones used most often in practice, which use a fixed threshold. The present method can be used also for other call-center models and other situations where performance is based on actual waiting times and customers are treated in a FCFS order.

Some general results for many server queues

1973 ◽  
Vol 5 (01) ◽  
pp. 153-169 ◽  
Author(s):  
J. H. A. De Smit
Keyword(s):  
Integral Equations ◽  
Waiting Time ◽  
Queue Length ◽  
Joint Distribution ◽  
Waiting Times ◽  
Virtual Waiting Time ◽  
Server Queue ◽  
Many Server Queues ◽  
The Many ◽  
Busy Cycle

Pollaczek's theory for the many server queue is generalized and extended. Pollaczek (1961) found the distribution of the actual waiting times in the model G/G/s as a solution of a set of integral equations. We give a somewhat more general set of integral equations from which the joint distribution of the actual waiting time and some other random variables may be found. With this joint distribution we can obtain distributions of a number of characteristic quantities, such as the virtual waiting time, the queue length, the number of busy servers, the busy period and the busy cycle. For a wide class of many server queues the formal expressions may lead to explicit results.

scholarly journals Relação entre condições de trabalho e sintomas vocais em operadores de um call center modelo

2017 ◽  
Vol 22 (0) ◽  
Author(s):  
Bárbara Bento Girardi ◽  
Daniel Lucas Picanço Marchand ◽  
Taís de Campos Moreira ◽  
Renata Loss Drummond ◽  
Mauriceia Cassol
Keyword(s):  
Call Center ◽  
Call Centers ◽  
Voice Symptoms

RESUMO Introdução Os operadores de call centers são profissionais da voz com alta demanda vocal e, consequentemente, sujeitos a distúrbios e sintomas vocais. Objetivo: Caracterizar aspectos vocais e laríngeos em operadores de um call center que segue as normas regulamentadoras de ergonomia, mensurando autopercepção vocal, avaliação otorrinolaringológica e análise perceptivo-auditiva vocal. Métodos Participaram do estudo 30 operadores de call center, entre 18 e 41 anos de idade. Todos os sujeitos foram avaliados por meio da Escala de Sintomas Vocais - versão brasileira da Voice Symptoms Scale (VoiSS), avaliação otorrinolaringológica por meio de videonasofibrolaringoscopia e avaliação perceptivo-auditiva da voz com a escala GRBASI, que avalia grau de alteração vocal (G), rugosidade da voz (R), soprosidade (B), astenia (A), tensão (S) e instabilidade (I). Resultados Na Escala de Sintomas Vocais, houve correlação entre o domínio geral e os demais subdomínios e entre os subdomínios limitação e físico. Na avaliação otorrinolaringológica, 12 operadores apresentaram alguma alteração, como acúmulo de secreção à fonação e fendas. A análise perceptivo-auditiva da voz encontrou indivíduos com vozes normais e com grau de alteração discreto a moderado, além de correlação entre o item instabilidade da escala GRBASI com o grau geral, rugosidade, soprosidade e astenia. Conclusão Ambientes de trabalho adequados e que primam por cuidados com a voz podem melhorar a qualidade laboral dos profissionais de call center, amenizando os riscos de desenvolvimento de distúrbios vocais. Contudo, fatores físicos, sociais, ambientais, organizacionais e psicológicos podem ocasionar sintomas vocais nesses profissionais da voz.

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