Queueing time for the outbound call management system

Sarraf, Mohsen

doi:10.1109/glocom.1989.64099

Cited by 3 publications

(1 citation statement)

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“…Because customers tend not to wait for a long time in the queue and will hang up, the system will waste a successful call. Otherwise, we developed Equation (11) to be used periodically to calibrate the maximum outbound dialing rate (λ m ), which is equal to the maximum offered traffic (T max ) divided by the weighted average length of a call (1/μ 1 average of the long calls and 1/μ 2 is the average of the short calls) times the probability of a successful call (ρ). This latter quotient minus the number of dialed calls in progress (j) would give the number of call to dial.…”

Section: ) Optimization Of Agent's Occupation Ratementioning

confidence: 99%

Optimization of a Predictive Dialing Algorithm

Fourati¹,

Tabbane²

2010

2010 Sixth Advanced International Conference on Telecommunications

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Most of enterprises rely on the outbound call centers which play a very important role in CustomerRelationship Management (CRM) and marketing. Outbound Calls centers that employ predictive dialing system obtain greater productivity and higher service levels by dynamically generating outbound traffic. An algorithm is proposed to provide a trade-off between outbound dialing rate and agent occupation in order to minimize customer's waiting time in the queue. In this paper, we optimize the performance of the presented algorithm. The proposed system uses an analytical method for determining the frequency of calls generation. Evaluations are conducted by means of simulations. We also developed a continuous-time Markov chain (CTMC) to illustrate the system's performances according to some key parameters.

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Section: ) Optimization Of Agent's Occupation Ratementioning

confidence: 99%