scholarly journals Evaluating Arrival Rate Uncertainty in Call Centers

2006 ◽  
Author(s):  
Thomas Robbins ◽  
D.J. Medeiros ◽  
Paul Dum
Keyword(s):  
Call Centers ◽  
Arrival Rate

Staffing call centers under arrival-rate uncertainty with Bayesian updates

2018 ◽  
Vol 46 (4) ◽  
pp. 379-384 ◽  
Author(s):  
Jing Zan ◽  
John J. Hasenbein ◽  
David P. Morton ◽  
Vijay Mehrotra
Keyword(s):  
Call Centers ◽  
Arrival Rate

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.

Work Stress and Organisational Citizenship Behaviours (OCBs) in Call Centers Employees

2015 ◽  
Vol 3 (1) ◽  
Author(s):  
Sunita ◽  
Urvashi Singh ◽  
Shalini Singh ◽  
Rajnee Sharma
Keyword(s):  
Negative Impact ◽  
Call Centers ◽  
Negative Relationship ◽  
Married Couples ◽  
Call Centre ◽  
Simple Correlation ◽  
Nuclear Families ◽  
Set Up ◽  
Stress At Work ◽  
The Relationship

The present study was conducted to examine the relationship between organisational stress and organisational citizenship behaviours (OCBs) in employees of call centers. The study also further explored as how stress at work set-up has negative impact on OCBs. A sample of 250 employees working in call centre of Gurgaon belonging to an age group of 25-30 years were selected on availability basis. All were working married couples living in nuclear families. Job stress survey (Spielberger & Vagg, 1999) and Organisational Citizenship Behaviour (Bateman & Organ, 1983) were administered. Data was analysed by using simple correlation and multiple regression. Results showed the negative relationship between organisational stress and OCBs. Results of regression analysis also exhibited the negative impact of stress on OCBs. The implications for the employees are discussed.

Performance Analysis Based on Packet Arrival Rate for the IEEE 802.11 DCF

2008 ◽  
Vol 19 (10) ◽  
pp. 2762-2769 ◽  
Author(s):  
Wei-Dong YANG ◽  
Jian-Feng MA ◽  
Ya-Hui LI
Keyword(s):  
Performance Analysis ◽  
Ieee 802.11 ◽  
Arrival Rate ◽  
Ieee 802.11 Dcf ◽  
802.11 Dcf ◽  
Packet Arrival ◽  
Packet Arrival Rate
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