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Wharton-SMU Research Centre
Guest Speaker:
Lawrence D. Brown
Miers Busch, W'1885 Professor and Professor of Statistics, The Wharton School, University of Pennsylvania
Date & Venue:
Date: 25 June 2007, Monday
Time: 4.00pm-5.30pm (light refreshment will be served after the presentation)
Venue: Seminar Room 2.8 (Room No: 2024), Level 2
School of Economics and Social Sciences, Singapore Management University
90 Stamford Road, Singapore 178903
( Location Map )
Topic:
Statistical Analysis of a Telephone Call Center: A Queueing Science Perspective
Abstract:
A call center is a service network in which agents provide telephone based services. Customers that seek such service may be delayed in tele-queues, which are invisible to them. This talk summarizes an analysis of what was then a unique record of call center operations. The data comprise a complete operational history of a small banking call center, call by call, over a full year. Taking the perspective of Queueing theory we decompose the service process into three fundamental components: arrivals, waiting times, and service durations. Each component involves different basic mathematical structures and requires a different style of statistical analysis. Some of the key empirical results will be sketched, along with descriptions of the varied techniques required. Further, the characteristics deduced from the statistical analyses form the building blocks for theoretically interesting and practically useful mathematical models for call center operations. This talk also briefly describes a more recent analysis of aspects of a much larger data record from a different financial call center.
Registration:
All are welcome. Seats are limited, please register early to avoid disappointment.
To sign up for this free event, please register online (click here)
Registration closes on 24 June 2007, Sunday
Enquiries:
Ms. Lim Lih Yeng
Email: lylim@smu.edu.sg , Tel: 6828-0197
Ms. Rozana Bte Osman
Email: rozanaosman@smu.edu.sg , Tel: 6828-0802
Ms. Priscilla Cheng
Email: priscillacheng@smu.edu.sg , Tel: 6828-0383
Ms. Sharmini Blok
Email: sharminiblok@smu.edu.sg , Tel: 6828-0976
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