Skip to main content
SpringerLink
Log in
Book cover

Advances in Algebra and Analysis pp 243–251Cite as

Birkhäuser

Nonlinear Programming Problem for an M-Design Multi-Skill Call Center with Impatience Based on Queueing Model Method

  • Conference paper
  • First Online:

  • 518 Accesses

Part of the book series: Trends in Mathematics ((TM))

Abstract

A new method is proposed to obtain the state-transition rates and the service level using the Erlang-A queueing formula for an M-design multi-skill (MDMS) customer service center (CSC) with two kinds of calls and three service centers present to serve the different kinds of calls. The special case of this MDMS method is the third service center which has the ability to serve both kinds of calls. The main aim of customer service center is to minimize the customer’s waiting time and cost. The calculated service-level values are applied in the nonlinear programming problem. The proposed method is illustrated with the help of numerical examples.

This is a preview of subscription content, log in via an institution.

Chapter
USD   29.95
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
eBook
USD   129.00
Price excludes VAT (USA)
  • Available as EPUB and PDF
  • Read on any device
  • Instant download
  • Own it forever
Hardcover Book
USD   169.99
Price excludes VAT (USA)
  • Durable hardcover edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Purchases are for personal use only

Learn about institutional subscriptions

References

  1. Garnett,O.Mandelbaum,A. Reiman,M.: Designing a Call Center with Impatient Customers. Manufacturing Service Oper. Manag. 4, 208–227(2002)

    Article  Google Scholar 

  2. David,K.smith.: Calculation of steady-state probability of M/M Queues: Further approaches. J.App.Math. decision sci. 6, 43–50(2002)

    Google Scholar 

  3. Koole,G. Mandelbaum,A.: Queueing Model of call centers : an introduction . Ann. Oper. Res. 113, 41–59(2002)

    Article  MathSciNet  Google Scholar 

  4. Gans,N. Koole,G. Mandelbaum,A.: Telephone call centers: Tutorial, Review and Research prospects.Manufacturing Service Oper. Manag.5, 79–141(2003)

    Google Scholar 

  5. Noah Gans. Yong-Pin Zhou.: A call routing problem with service level constraints. Inst. Oper.Res. Management Sci. 51, 255–271(2003)

    Google Scholar 

  6. Lerzan Ormeci.E.: Dynamic admission control in a call center with one shared and two dedicated service facilities. IEE trans. Automat. Contr. 49, 1157–1161(2004)

    Article  MathSciNet  Google Scholar 

  7. Nancy Marengo.:Skill based routing in multi-skill call center. BMI (2014)

    Google Scholar 

  8. Mamadou Thiongane. WyeanChan. Pierre LE cuyer.: Waiting time predictor for multi-skill call center. WSC,3073–3084(2015)

    Google Scholar 

  9. Chun-Yan Li.: Performance analysis and the stuffing optimization for a multi- skill call center in M-design based on queuing model method. Computer Science, Technology and Application: chapter. 5, 454–466(2016)

    Google Scholar 

  10. Chun-Yan Li.,De-Quan Yue.: The staffing problem of the N-design multi-skill call center based on queuing model. Advances in computer science research,3rd International Conference on Wireless Communication and Sensor Network. 44, 427–432(2016)

    Google Scholar 

Download references

Author information

Authors and Affiliations

  1. VIT, Vellore, India

    K. Banu Priya & P. Rajendran

Authors
  1. K. Banu Priya
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. P. Rajendran
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to P. Rajendran .

Editor information

Editors and Affiliations

  1. Department of Mathematics, School of Advanced Sciences, Vellore Institute of Technology, Vellore, Tamil Nadu, India

    V. Madhu

  2. Department of Mathematics, School of Advanced Sciences, Vellore Institute of Technology, Vellore, Tamil Nadu, India

    A. Manimaran

  3. Department of Mathematics, School of Advanced Sciences, Vellore Institute of Technology, Vellore, Tamil Nadu, India

    D. Easwaramoorthy

  4. Department of Mathematics, School of Advanced Sciences, Vellore Institute of Technology, Vellore, Tamil Nadu, India

    D. Kalpanapriya

  5. Department of Mathematics, School of Advanced Sciences, Vellore Institute of Technology, Vellore, Tamil Nadu, India

    M. Mubashir Unnissa

Rights and permissions

Reprints and permissions

Copyright information

© 2018 Springer Nature Switzerland AG

About this paper

Check for updates. Verify currency and authenticity via CrossMark

Cite this paper

Priya, K.B., Rajendran, P. (2018). Nonlinear Programming Problem for an M-Design Multi-Skill Call Center with Impatience Based on Queueing Model Method. In: Madhu, V., Manimaran, A., Easwaramoorthy, D., Kalpanapriya, D., Mubashir Unnissa, M. (eds) Advances in Algebra and Analysis. Trends in Mathematics. Birkhäuser, Cham. https://doi.org/10.1007/978-3-030-01120-8_28

Download citation

Publish with us

Policies and ethics

Search

Navigation