Journal of East China Normal University(Natural Sc ›› 2010, Vol. 2010 ›› Issue (1): 69-78.

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Performance analysis in call centers with IVR and impatient customers (Chinese)

ZHANG Hua-qing   

  1. College of Mathematics Science, Capital Normal University, Beijing 100037, China
  • Received:2009-02-24 Revised:2009-05-03 Online:2010-01-25 Published:2010-01-25
  • Contact: ZHANG Hua-qing

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Abstract: The paper considered a call center with interacting voice response (IVR) by using Markov model. By constructing a two-state and a three-state MC, stationary probability was given using flow conservation equation and Q-matrix respectively. Furthermore, other performance indexes was deduced, too.

Key words: impatient customer, IVR, product form, Q-matrix, call center, impatient customer, IVR, product form, Q-matrix

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