Queueing models of call centers: An introduction

G.M. Koole, A. Mandelbaum

Research output: Contribution to JournalArticleAcademicpeer-review


This is a survey of some academic research on telephone call centers. The surveyed research has its origin in, or is related to, queueing theory. Indeed, the "queueing-view" of call centers is both natural and useful. Accordingly, queueing models have served as prevalent standard support tools for call center management. However, the modern call center is a complex socio-technical system. It thus enjoys central features that challenge existing queueing theory to its limits, and beyond.
Original languageEnglish
Pages (from-to)41-59
JournalAnnals of Operations Research
Publication statusPublished - 2002

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