Improve Call Center Performance Model Based On The M / M / N + M Queuing Model Analysis

That the development of Computer and Telephone Integration technology makes that the function of Call Center stronger and it's application more wide. In order to make sure that Call Center can operate effectively and server for customers more convenient, it is necessary to analyze and estimate performance. This paper considers the Call Center system as a queue model and uses M/M/n+G queue model as tool to study how to evaluate the performance of Call Center.In this paper, we analyze the theory of Call Center and Key technology, then analyze three main queue including Erlang-C queue model, Erlang-B queue model and Erlang-A queue model separately, sum up their characteristic, using condition, advantage and disadvantage. Then point out the fault of Erlang-A queue model that can't meet the need of people to serve that Call Center provides. Base that, in order to overcome this shortcoming, we approve Erlang-A queue model. Then we analyze that use this queue model to estimate the performance of Call Center system, and bring forward the approximately method of this model to estimate performance quickly. Last we use 4CallCenter software system to compare result in condition with different factors.The queue model of this paper have some advantages ,such as it's impatience time mustn't be exponential distribution so it is universal; It can estimate the number of agent sometime quickly.