| Article ID: | iaor20062042 |
| Country: | United Kingdom |
| Volume: | 55 |
| Issue: | 12 |
| Start Page Number: | 1352 |
| End Page Number: | 1357 |
| Publication Date: | Dec 2004 |
| Journal: | Journal of the Operational Research Society |
| Authors: | Worthington D.J., Chassioti E. |
| Keywords: | service |
A new model for call centre queue management is described. It incorporates important features of call centre queues and is shown to produce results that are very different from those produced by the more usual models. The analytic approach is easy to apply, and is used to offer some interesting insights for call centre queue management.