Queueing models for full-flexible multi-class call centers with real-time anticipated delays

In this paper, we consider two basic multi-class call center models, with and without reneging. Customer classes have different priorities. The content of different types of calls is assumed to be similar allowing their service times to be identical. We study the problem of announcing delays to customers upon their arrival. For the simplest model without reneging, we give a method to estimate virtual delays that is used within the announcement step. For the second model, we first build the call center model incorporating reneging. The model takes into account the change in customer behavior that may occur when delay information is communicated to them. In particular, it is assumed that customer reneging is replaced by balking that depends on the state of the system in this case. We develop a method based on Markov chains in order to estimate virtual delays of new arrivals for this model. Finally, some practical issues concerning delay announcement are discussed. (C) 2009 Elsevier B.V. All rights reserved.