Article ID: | iaor201110471 |
Volume: | 13 |
Issue: | 4 |
Start Page Number: | 534 |
End Page Number: | 548 |
Publication Date: | Sep 2011 |
Journal: | Manufacturing & Service Operations Management |
Authors: | Dallery Yves, Jouini Oualid, Akin Zeynep |
Keywords: | queues: applications, simulation: applications, markov processes |
In this paper, we analyze a call center with impatient customers. We study how informing customers about their anticipated delays affects performance. Customers react by balking upon hearing the delay announcement and may subsequently renege, particularly if the realized waiting time exceeds the delay that has originally been announced to them. The balking and reneging from such a system are a function of the delay announcement. Modeling the call center as an