Financial Institutions Center Statistical Analysis of a Telephone Call Center: A Queueing-Science Perspective by Lawrence Brown Noah Gans Avishai Mandelbaum Anat Sakov Haipeng Shen Sergey Zeltyn Linda Zhao 03-12 The Wharton Financial Institutions Center The Wharton Financial Institutions Center provides a multi-disciplinary research approach to the problems and opportunities facing the financial services industry in its search for competitive excellence. The Center's research focuses on the issues related to managing risk at the firm level as well as ways to improve productivity and performance. The Center fosters the development of a community of faculty, visiting scholars and Ph.D. candidates whose research interests complement and support the mission of the Center. The Center works closely with industry executives and practitioners to ensure that its research is informed by the operating realities and competitive demands facing industry participants as they pursue competitive excellence. Copies of the working papers summarized here are available from the Center. If you would like to learn more about the Center or become a member of our research community, please let us know of your interest. Franklin Allen Co-Director Richard J. Herring Co-Director The Working Paper Series is made possible by a generous grant from the Alfred P. Sloan Foundation Statistical Analysis of a Telephone Call Center: A Queueing-Science Perspective ∗ Lawrence Brown, Noah Gans, Avishai Mandelbaum, Anat Sakov, Haipeng Shen, Sergey Zeltyn and Linda Zhao November 9, 2002 Corresponding author: Lawrence D. Brown Department of Statistics, The Wharton School, University of Pennsylvania, Philadelphia, PA 19104-6340 Email:
[email protected], Phone: (215)898-4753, Fax: (215)898-1280 ∗ Lawrence Brown is Professor, Department of Statistics, The Wharton School, University of Pennsylvania, (email:
[email protected]). Noah Gans is Assistant Professor, Department of Operations and Information Management, The Wharton School, University of Pennsylvania, (email:
[email protected]). Avishai Mandelbaum is Professor, Faculty of Industrial Engineering and Management, Technion, Haifa, Israel, (email:
[email protected]). Anat Sakov is post-doctoral fellow, Faculty of Industrial Engineering and Management, Technion, Haifa, Israel, (email:
[email protected]). Haipeng Shen is Ph.D. Candidate, Department of Statistics, The Wharton School, University of Pennsylvania, (email:
[email protected]). Sergey Zeltyn is Ph.D. Candidate, Faculty of Industrial Engineering and Management, Technion, Haifa, Israel, (email:
[email protected]). Linda Zhao is Associate Professor, Department of Statistics, The Wharton School, University of Pennsylvania, (email:
[email protected]).