Peak management of time-dependent demand: Data analysis and insights
Waiting on hold is the biggest problem in the service centre industry. Service centres need to decide whether they increase the number of agents or accept longer waiting times. virtualQ offers virtual waiting service to eliminate waiting on hold for call centers, so callers don’t have to wait on the phone until an agent finally picks up. virtualQ's peak management algorithms analyze the overall pattern of call volume and agent staffing level and adjust the call-back period accordingly to smoothen load peaks, i.e., bringing callers back in when the call center is less busy and when most agents are available.
The student is expected to analyze real-world call center data from various industries and to provide in-depth analysis about queueing behavior under different peak situations. Industry specific queueing problems shall be identified and described.
Prerequisites: Skills in data analysis and basic knowledge of queueing systems (e.g., OPM 661)
Please contact thesis.prod@bwl.uni-mannheim.de for further information.