Please use this identifier to cite or link to this item: http://hdl.handle.net/10419/27208
Authors: 
Barth, Wolfgang
Manitz, Michael
Stolletz, Raik
Year of Publication: 
2008
Series/Report no.: 
Discussion papers // School of Economics and Management of the Hanover Leibniz University 399
Abstract: 
In this paper, we analyze the performance of call centers of financial service providers with two levels of support and a time-dependent overflow mechanism. Waiting calls from the front-office queue flow over to the back office, if a waiting-time limit is reached and at least one back-office agent is available. The analysis of such a system with time-dependent overflow is reduced to the analysis of a continuous-time Markov chain with state-dependent overflow probabilities. To approximate the system with time-dependent overflow, some waiting-based performance measures are modified. Numerical results demonstrate the reliability of this Markovian performance approximation for different parameter settings. A sensitivity analysis shows the impact of the waiting-time limit and the dependence of the performance measures on the arrival rate.
Subjects: 
Financial Service Operations
Performance Evaluation
Time-Dependent Overflow
Queueing Models of Call Centers
Document Type: 
Working Paper

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