سخنران: دکتر سیدمرتضی عمادی
سمت: دکترای مدیریت عملیات
دانشگاه/سازمان: دانشکده مدیریت کلاگ دانشگاه نورث وست
کشور: آمریکا
محل سخنرانی: دانشکده مدیریت و اقتصاد دانشگاه شری
زمان: یکشنبه 15 آذر ماه 1394 ساعت 12:30 الی 13:30
موضوع کارگاه: بررسی تأثير طولانی شدن زمان انتظار مکالمه در سرویس های خدمات تلفنی

چکیده سخنرانی:
We undertake an empirical study of the impact of delay announcements on callers’ abandonment behavior and the performance of a call center with two priority classes. Callers are assumed to be forward looking and to maximize their utilities. Their abandonment decisions are modeled as an optimal stopping problem. We estimate callers’ reward and cost parameters from data of their waiting and abandonment decisions using the method of maximum likelihood. We develop a methodological framework to find the new steady-state equilibrium of the system and to analyze the impact on the system performance when there is a change in the call center operations, e.g. a new delay announcement rule or a new service discipline is introduced. The methodological framework uses a Markovian approximation to simplify the queueing analysis, and characterizes the new steady-state equilibrium as the solution of a set of non-linear equations by combining the estimated callers’ reward and cost parameters, callers’ abandonment behavior and the queueing analysis that incorporates this behavior. In the counterfactual analysis, we characterize how various performance metrics change as the granularity of the information provided to the callers and the service discipline change.