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A call center is a place where a group of agents service customers remotely via the telephone. Queueing theory is used extensively in the study of call centers. One of the most important statistical models used to predict call arrivals in queueing theory is the Poisson process. This paper summarizes the results of the application of this model in the study of call arrivals to a particular bank. Specifically, the call arrivals to the VRU (Voice Response Unit) and to the service queue are examined. These calls are put through different techniques that test whether the actual data conform to the hypothetical model for a Poisson process. An explanation of each of these tests and the results are described in this paper.
Date Posted: 29 September 2006
This document has been peer reviewed.