Modeling a Phone Center: Analysis of a Multichannel, Multiresource Processor Shared Loss System

This paper presents a model for the study of operations at an inbound call center. The call center is modeled as a multi-class processor shared loss system, where the interacting effects of human, telecommunication and information technology resources are explicitly incorporated. Product form solutions for this type of system are provided along with expressions for performance measures like blocking and reneging. Some structural properties of system throughput are analyzed in an effort to pave the way for future optimization studies dealing with the design and management of phone centers. *INSEAD, Technology Management Area, Boulevard de Constance, 77305 Fontainebleau Cedex, France tUniversity of Pennsylvania, Department of Operations and Information Management, The Wharton School, Philadelphia, PA 19104-6366