Simulation Research on Abandonment Rate of Contact Center Based on Patience Threshold

doi:10.16182/j.issn1004731x.joss.19-0263

Abstract

Abstract: Customer abandonment rate is an important indicator to measure the service level of contact center. Customers in a traditional call center follow the principle of first come, first served, but some customers will be lost in the queuing process because of their limited patience. In this regard, by setting the customer's patience threshold and considering adding a specific agent channel to the member customers, or adjusting the number of agent channels under the original staffing, a new contact center queuing model is established based on the traditional call center model. The ProModel simulation software is used to study the abandonment rate of customers and the data are analyzed and compared. The results show that the abandonment rate of the new contact center customers is much lower than that of the traditional call center under the same cost.

Key words: customer abandonment rate, contact center, patience threshold, queuing model, ProModel

CLC Number:

TP391.9

Li Junxiang, Zang Wanbin. Simulation Research on Abandonment Rate of Contact Center Based on Patience Threshold[J]. Journal of System Simulation, 2021, 33(1): 169-179.

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