Waiting Line Systems

Waiting Line Systems and Calling Centers

BUS 172

Mallory Warnock

May 4, 2013

Waiting in line for service is part of our everyday lives. We experience them while in the drive-thru at our favorite fast food restaurant, at the grocery store, or pharmacy. Since production and consumption of service occur at the same time, variations in demand for service and service time requirements result in the formation of a line or queue. Waiting lines form when demand for service exceeds the capacity for service. There are two costs that have to be balanced in a waiting line system; the cost of services and the cost of waiting. For consumers, the perception of waiting has a strong effect on their overall satisfaction with a service. Furthermore, if customers find that a line is too long or it is moving too slowly, they may not join the line at all and the customers who are already in the queue may leave. Call centers rely heavily on waiting line models, as they primarily work with calling queues.

I was previously employed as a technical support representative with a company named TeleNetwork, located in San Marcos, Texas. TeleNetwork was founded in 1993 and is a leading provider of outsourced technical support services and help desk solutions for industry leaders in the telecommunications industry. TeleNetwork services are leveraged by broadband service providers, independent telephone companies, Internet service providers, wireless carriers, technology consulting firms, managed services organizations, Software as a Services (SaaS) providers, and OEMs. Their solutions are recognized as best in class by clients and industry professionals worldwide. TeleNetwork help desk solutions and technical support services help customers efficiently manage support costs while building strong customer relationships. Its contact center services include telephone support, web based chat, e-mail support, web portal support,...