Statistical Analysis of a Telephone Call Center: A Queueing-Science Perspective

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Statistical Analysis of a Telephone Call Center: A Queueing-Science Perspective

Source: University of Pennsylvania

Date: January 2008

Type: White Paper

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Overview: A call center is a service network in which agents provide telephone-based services. Customers that seek these services are delayed in tele-queues. This paper published by University of Pennsylvania 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 queuing theory, the authors 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.

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