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首页> 外文期刊>Journal of the American statistical association >To Wait or Not to Wait: Two-Way Functional Hazards Model for Understanding Waiting in Call Centers
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To Wait or Not to Wait: Two-Way Functional Hazards Model for Understanding Waiting in Call Centers

机译：等待还是不等待：用于了解呼叫中心等待的双向功能性危害模型

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摘要

Telephone call centers offer a convenient communication channel between businesses and their customers. Efficient management of call centers needs accurate modeling of customer waiting behavior, which contains important information about customer patience (how long a customer is willing to wait) and service quality (how long a customer needs to wait to get served). Hazard functions offer dynamic characterization of customer waiting behavior, and provide critical inputs for agent scheduling. Motivated by this application, we develop a two-way functional hazards (tF-Hazards) model to study customer waiting behavior as a function of two timescales, waiting duration and the time of day that a customer calls in. The model stems from a two-way piecewise constant hazard function, and imposes low-rank structure and smoothness on the hazard rates to enhance interpretability. We exploit an alternating direction method of multipliers algorithm to optimize a penalized likelihood function of the model. We carefully analyze the data from a U.S. Bank call center, and provide informative insights about customer patience and service quality patterns along waiting time and across different times of a day. The findings provide primitive inputs for call center agent staffing and scheduling, as well as for call center practitioners to understand the effect of system protocols on customer waiting behavior. Supplementary materials for this article are available online.
机译：电话呼叫中心提供了企业与其客户之间的便捷通信渠道。呼叫中心的有效管理需要准确的客户等待行为模型，其中包含有关客户耐心（客户愿意等待多长时间）和服务质量（客户需要等待多长时间才能获得服务）的重要信息。危险功能可动态表征客户的等待行为，并为代理调度提供关键输入。受此应用程序的启发，我们开发了一种双向功能性危害（tF-Hazards）模型，以研究两个时间尺度，等待时间和客户打来时间的函数对客户的等待行为。该模型源于两个-分段分段恒定危害函数，并对危害率施加低等级结构和平滑度，以增强解释性。我们利用乘数算法的交替方向方法来优化模型的惩罚似然函数。我们会仔细分析来自美国银行呼叫中心的数据，并提供有关等待期间以及一天中不同时段的客户耐心和服务质量模式的丰富见解。这些发现为呼叫中心代理的人员配备和日程安排以及呼叫中心从业人员提供了原始输入，以了解系统协议对客户等待行为的影响。可在线获得本文的补充材料。

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