Development and Analysis of Markov Chain Model for Optimally Allocating Operators at Call Centers

The importance of call centers has been increasing as a valuable source of information for understanding how customers have been responding to products and services in the market. Accordingly, the operational scale of call centers has been expanding, and it is now important to manage operators efficiently so as to contain the cost increase. For this purpose, one of the key challenges is how to estimate the population size of potential customers who may access call centers, since it dictates the number of operators to be prepared. The purpose of this paper is to develop and analyze a Markov chain model so as to achieve this goal.