Queuing Theory In The Application Of Bank Customer Service Center

In recent years, with the development of self-service and network, the demand of bank customer service call center gradually increases, so the emphasis of call center gradually transfers to the customers from the trade. How to efficient operation of the customer service call center becomes the main considering problems of the bank. On the one hand, we should effectively save the cost of customer waiting time; On the other hand, the bank should realize efficient operation with the lowest cost.In this paper, through the acquisition of China Construction Bank’s call center in Nanjing, we build up the corresponding system which is M/M/S/∞queue, and based on this we solve the system performance and realize the optimization of system:the optimal position, the optimal service mode, and the optimal service rate, etc. During waiting process some customers will be impatient, and they will give up or try again in the model. On the basis of considering these factors, we study the system based on M/M/S/K+M queue with impatience and M/M/S/K queue with retrial, and we should realize the optimization of system by the analysis of the system’s performance measures.