Queuing Time Decision Model with the Consideration on Call Center Customer Abandonment Behavior

Abstract

To improve customer satisfaction through prompting waiting time is a key way for a call center. The practice shows that the length of prompted waiting time has an important effect on customer satisfaction and the utility of the call center. Based on queuing theory we develop a maximum system utility optimization model with consideration of customer psychology behavior. First, we study the impact of the rule of prompting queuing time on customer patient and abandonment behavior. Second, we use a probability function to describe the change of customer psychology and abandonment behavior, and derive the optimal system utility of calculation formula under steady state of queuing systems. Numerical experiments illustrate that the optimal prompted strategy of different patient groups of customers under various call center operation modes as practice guidelines.