Cost Effective Decisions on Service Rate at a Customer Care Centre with Multi-Server Queuing Model

Khairun Nahar, Md. Zahidul Islam and Md. Minarul Islam

In this study the queuing characteristics of Teletalk Customer Care Centre, Rajshahi is observed and analyzed with a multi-server queuing model. The waiting and service costs are also analyzed to determine the optimal service rate and the service rate is utilized to measure the number of servers (Customer Care Officer). TORA optimization software is utilized to identify and analyze the results. Other important performance characteristics (average waiting time of the customer in the system, average no. of people in the system etc.) of the queuing system are also analyzed for different number of server. The existing system is working with 5 servers but it costs high significantly. In this study the optimal number of server for the system is identified with optimum total costs (waiting and service costs).