Using queuing theory to reduce the number of abandoned calls at a central service desk

Pretorius, Philip D.; Madisa, Victoira G.; Kroeze, Jan H.; 10062432 - Pretorius, Philippus Daniël; 10063455 - Kroeze, Jan Hendrik

Using queuing theory to reduce the number of abandoned calls at a central service desk

2010

Pretorius, Philip D. | Madisa, Victoira G. | Kroeze, Jan H. | 10062432 - Pretorius, Philippus Daniël | 10063455 - Kroeze, Jan Hendrik

Proceedings of the 14th International Business Information Management Association Conference (14th IBIMA), 23 - 24 June 2010, Istanbul, Turkey. (Business Transformation through Innovation and Knowledge Management: An Academic Perspective, edited by Khalid S. Soliman. On CD: ISBN: 978-0-9821489-3-8)

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This paper addresses the problem of an unacceptably high rate of abandoned calls at a centralised service desk of a South African telecommunications company. It uses a queuing methodology to design a system that may achieve the desired performance level. A quality standard is created by determining the number of service channels (employees) that can handle the workload of answering all the calls arriving at the service desk. The paper demonstrates how Queuing Theory may be used to enhance a service desk information system, including the end-users, in order to provide more efficient service delivery.

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