Application of an Inhomogeneous Ctmc Model for a Telephone Call Center

Maciej Rafał Burak

Abstract


In this paper we consider modeling an inbound telephone call center, where the callers may balk or abandon, with an inhomogeneous continuous time Markov chain model. We further discuss the practical application of the uniformization method and compare it to traditional call center modeling methods based on stationary approximations.

Keywords


operations research; process planning; Markov processes; human resource management; call center; numerical methods

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References


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DOI: http://dx.doi.org/10.21936/si2016_v37.n2.759