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Theses

Stochastic Modeling in Call Centers Management

Abstract : In the past few years, call centers have been introduced with great success by many service-oriented companies such as banks and insurance companies. They become the main point of contact with the customer, and an integral part of the majority of corporations. The large-scale emergence of call centers has created a fertile source of management issues. In this thesis, we focus on various operations management issues of call centers. The objective of our work is to derive, both qualitative and quantitative, results for practical management.
In the first part of the thesis, we investigate the impact of team-based organizations in call centers management. We develop queueing models that show that the benefits of the team based organization in providing more efficient answers to customers very often outweigh its drawback coming from the loss of pooling. Next, we consider a two-class call center and develop real-time scheduling policies that determine the rule of assignment of new arrivals to the waiting lines. We focus on service levels criteria related to the fraction of abandoning customers and the variance of queueing delays. Finally, we propose a call center model in which we provide information about delays to customers, and we quantify its effect upon performance.
In the second part of the thesis, we tackled the quantitative analysis of stochastic processes and queueing models. First, we derive several closed-form expressions of the moments of first passage times in general birth-death processes, and we point out their applications. Second, we investigate some monotonicity results for the probability of being served in markovian queueing systems with impatient customers.
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Submitted on : Sunday, February 25, 2007 - 7:23:38 PM
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  • HAL Id : tel-00133341, version 1

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Oualid Jouini. Stochastic Modeling in Call Centers Management. Engineering Sciences [physics]. Ecole Centrale Paris, 2006. English. ⟨tel-00133341⟩

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