Modeling daily arrivals to a telephone call center

Avramidis, A.N., Deslauriers, A. and L'Ecuyer, P. (2004) Modeling daily arrivals to a telephone call center. Management Science, 50, (7), 896-908. (doi:10.1287/mnsc.1040.0236).


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We develop stochastic models of time-dependent arrivals, with focus on the application to call centers. Our models reproduce three essential features of call center arrivals observed in recent empirical studies: a variance larger than the mean for the number of arrivals in any given time interval, a time-varying arrival intensity over the course of a day, and nonzero correlation between the arrival counts in different periods within the same day. For each of the new models, we characterize the joint distribution of the vector of arrival counts, with particular focus on characterizing how the new models are more flexible than standard or previously proposed models. We report empirical results from a study on arrival data from a real-life call center, including the essential features of the arrival process, the goodness of fit of the estimated models, and the sensitivity of various simulated performance measures of the call center to the choice of arrival process model.

Item Type: Article
Digital Object Identifier (DOI): doi:10.1287/mnsc.1040.0236
ISSNs: 0025-1909 (print)
Related URLs:
Keywords: call center, arrival process, multivariate distribution, doubly stochastic poisson process, input modeling, correlation
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Q Science > QA Mathematics
Divisions : University Structure - Pre August 2011 > School of Mathematics > Operational Research
ePrint ID: 48876
Accepted Date and Publication Date:
July 2004Published
Date Deposited: 17 Oct 2007
Last Modified: 31 Mar 2016 12:25

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