Using queuing theory to reduce the number of abandoned calls at a central service desk

Abstract

This paper addresses the problem of an unacceptably high rate of abandoned calls at a centralised service desk of a South African telecommunications company. It uses a queuing methodology to design a system that may achieve the desired performance level. A quality standard is created by determining the number of service channels (employees) that can handle the workload of answering all the calls arriving at the service desk. The paper demonstrates how Queuing Theory may be used to enhance a service desk information system, including the end-users, in order to provide more efficient service delivery.