Effective Utilization of Mobile Call Center Using Queuing Models

Abstract—This study presents the effective utilization of mobile call center using queuing models. Aim at achieving effective utilization (management) of queue in service delivery in mobile communication network call center and other relative public infrastructures. Data were obtained from MTN, Globacom, Airtel (Zain) and Estisalat (mobile communication operators) in Nigeria network call centers for a period of one year, and one agent or staff was considered in this analysis. Analytical mathematical models of queue theory were developed, which is based on Markov chain analysis of continuous time and discrete space, are used to model the effective utilization of mobile call center (public infrastructures) based on arrival calls (or rate of subscribers) and service rate. These following parameters were determined which includes; the mean number of customer in service or being served (Ls), the mean number of customer in a waiting queue (Lq), the mean waiting time of customers in the queue (Wq), The mean waiting time of customers in the system (W) (also called sojourn time) and system utilization (p).It is observed that increase in capacity, such as increase in the number of staff (servers) will leads to under utilization of the system, increase in idleness time from the staff. However, if there are low capacities due to low number of staff, it will lead to increase waiting time of the customer.