The Application Research Of Queueing In Call Center

As a result of the enhancement of the call center performance, the call center has obtained a widespread application, which produces a problem that is how to operate a call center effectively. At present, the operation efficiency of the call center is not very good, which lacks a standard management. So we need a powerful digital analysis of the running condition to make it effective and managing. To make the call center serve the customers well, the quantitative index of it has to be obtained through the establishment of a certain mathematical model, based on which the system can be optimized. As the traditional mathematical model already could not describe the new call center accurately, we need to establish a new one.In view of the characteristics of impatience and retrial, impatient M/M/s/k+M model and repeated M/M/s/k model have been researched, whose servicing time is exponential distribution. Using the queuing theory, the analytic results of these models have been calculated, so that it can be known that how many servers are best in system if given the allowable lost rate. According to the particular request of the call center, it can be optimized by observing of the performance index with the change of the initial parameter. The appropriate number of the servers which makes the most profit can be calculated too.Certain limitation exists in queuing theory yet, which results in the inability to calculate the analytic result of the non-Markov process. Some material proves that the duration of the call center's service time approaches in lognormal distribution, so, the simulation to the queuing model has been established. Firstly, through the simulation to the impatient M/M/s/k+M model, the accuracy has been confirmed; then the serve time is expanded to the lognormal distribution by simulation, after which the final performance index of the simulation can be computed. Compared to the queuing model, this simulation model is more practical and suits the widespread request of the call center better, and it has very good flexibility and extension.