Modeling And Analysis Of Two Dimensional Call Center

As a type of resource resetting of information age and public channel of the market competition, call center is of great significance both in strategy and economy. Call centers are the preferred and prevalent way for many companies to communicate with their customers. The call center industry is thus vast, and rapidly expanding in terms of both workforce and economic scope.Recently, queuing theory and its methods have become the first chosen research tool to raise the management efficiency for call center. So, call center is studied in this paper in view of mathematics and operations research. Several chief characteristics are emphasized so as to promote this research.Call center is a complicated system, all of which should be considered and analyzed. Owing to some conditions of call center have been studied, aiming at some conditions that have not been studied, this paper's emphasis is a kind of M/M/s/k+M repairable model with fault, impatient, variable service rate and without retrials of two dimensional call center. Thus utilize the quasi-birth-and-death process to establish the Q matrix.In the process of resolution, according to the steady-state equation, we try to use a matrix iterative method, and give a number of important parameters results. Finally, some important correlative performance indexes are obtained by programming. In the model of this paper, call center system parameters in the different conditions are gotten by modifying some values, such as service rate, fault stream intensity and so on. The results and laws including almost all the two dimensional call center systems conditions can be gotten by modifying some state parameters, such as block matrix form of the Q matrix and so on. The conclusions can improve many aspects of the performance of call center system effectively.