Scaling and modeling of call center arrivals

Research output: Chapters, Conference Papers, Creative and Literary Works (RGC: 12, 32, 41, 45)32_Refereed conference paper (with ISBN/ISSN)Not applicablepeer-review

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Author(s)

Detail(s)

Original languageEnglish
Title of host publicationProceedings of the 2014 Winter Simulation Conference
PublisherIEEE
Pages476-485
ISBN (Electronic)9781479974863
StatePublished - Dec 2014
Externally publishedYes

Publication series

NameSimulation Winter Conference
PublisherIEEE
ISSN (Print)0891-7736
ISSN (Electronic)1558-4305

Conference

Title2014 Winter Simulation Conference, WSC 2014
PlaceUnited States
CitySavannah
Period7 - 10 December 2014

Abstract

The Poisson process has been an integral part of many models for the arrival process to a telephone call centers. However, several publications in recent years suggest the presence of a significant “overdisperson” relative to the Poisson process in real-life call center arrival data. In this paper, we study the overdispersion in the context of “heavy traffic” and identify a critical factor that characterizes the stochastic variability of the arrivals to their averages. We refer to such a factor as the scaling parameter and it potentially has a profound impact on the design of staffing rules. We propose an new model to capture the scaling parameter in this paper.

Citation Format(s)

Scaling and modeling of call center arrivals. / Zhang, Xiaowei; Hong, L. Jeff; Zhang, Jiheng.

Proceedings of the 2014 Winter Simulation Conference. IEEE, 2014. p. 476-485 7019913 (Simulation Winter Conference).

Research output: Chapters, Conference Papers, Creative and Literary Works (RGC: 12, 32, 41, 45)32_Refereed conference paper (with ISBN/ISSN)Not applicablepeer-review