Studying the impact of abandonment on call centers system performance

Call center performance could be measured according to many metrics which can be expressed by a single value only called a key performance indicator (KPI). These indicators may differ from system to system according to its nature. Basically, call centers can be characterized as stochastic systems that could be modeled mathematically using queueing models (QM). This paper introduces a methodology for evaluating call centers performance using queueing models (QM) with and without customer abandonment, and studies the impact of abandonment rate as a metric of evaluating call center performance. In addition to, introduce a framework of the proposed methodology and a case study for three models. The propose methodology is implemented and analyzed on real benchmark datasets.