The research on call centres has attracted many researchers from different disciplines recently. In this thesis, we focus on call centre modelling, analysis and design. In terms of
modelling, traditionally call centres have been modelled as single-node queueing systems.
Based on the Semiopen Queueing Network (SOQN) model proposed by Srinivasan et al.
[42], we propose and study SOQN models with balking and abandonment (both exponential and general patience time distributions). In addition, we study the corresponding single-node queueing systems and obtain new results. For each model, we study the queue length distribution, waiting time distribution and the related performance measures. To facilitate the computation, we express the performance measures in terms of special functions. In terms of call centre design, we develop a design algorithm to determine the minimal number of CSRs (S) and trunk lines (N) to satisfy a given set of service level constraints.<p>
The explicit expressions for performance measures obtained allow for theoretical analysis of the performance measures. For example we prove monotonicity and convexity properties of performance measures for the M/M/S/N and M/M/S/N + M models. We also study the comparison of different patience time distributions for the M/M/S/N+G model.<p>
We provide numerical examples for each model and discuss numerical results such as monotonicity properties of performance measures. In particular, we illustrate the efficacy
of our design algorithm for various models including patient, balking and abandonment models. The impact of model parameters on the design of call centres is also discussed based on the numerical examples. The results are computed using Matlab, where special functions are available.
| Identifer | oai:union.ndltd.org:USASK/oai:usask.ca:etd-06222010-103338 |
| Date | 22 June 2010 |
| Creators | Zhang, Zhidong |
| Contributors | Gans, Noah F., Grassmann, Winfried K., Soteros, Chris, Laverty, William H., Srinivasan, Raj, Bickis, Mikelis G. |
| Publisher | University of Saskatchewan |
| Source Sets | University of Saskatchewan Library |
| Language | English |
| Detected Language | English |
| Type | text |
| Format | application/pdf |
| Source | http://library.usask.ca/theses/available/etd-06222010-103338/ |
| Rights | unrestricted, I hereby certify that, if appropriate, I have obtained and attached hereto a written permission statement from the owner(s) of each third party copyrighted matter to be included in my thesis, dissertation, or project report, allowing distribution as specified below. I certify that the version I submitted is the same as that approved by my advisory committee. I hereby grant to University of Saskatchewan or its agents the non-exclusive license to archive and make accessible, under the conditions specified below, my thesis, dissertation, or project report in whole or in part in all forms of media, now or hereafter known. I retain all other ownership rights to the copyright of the thesis, dissertation or project report. I also retain the right to use in future works (such as articles or books) all or part of this thesis, dissertation, or project report. |
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