Performance Analysis Of Call Center

Call center is a brand-new and modern service, which uses the existing technology of communication and computer. The business of call center developed very quickly, in the recent years. Nowadays, the research of this field is mostly centered on the realization of hardware technology; however, there is little research on the analysis and operational research of the quality of call center in ways of nature and quantity. There is much less research on the quality of call center, which is based on the queue model.This thesis is a personal study on problems of the changeable service rate, impatience, server breakdowns and priority. It uses model to describe the service quality of the call center and to further analyze the performance of it.This thesis firstly analyzes the system using the queuing model of M/M/S/K + M with changeable service rate and impatience. Then, based on the first part, it focuses on the system of call center with server breakdowns. Finally, it concentrates on the system comprehensively, according to the model of M/M/m + n/2K with classification and priority. The three models above are all used to analyze the various performance measures exactly and to further optimize the service and profit of the call center.The results of this thesis have an important application value for the design and improvement of the system of call center.