Using queuing theory to reduce the number of abandoned calls at a central service desk

This paper addresses the problem of an unacceptably high rate of abandoned calls at a centralisedservice desk of a South African telecommunications company. It uses a queuing methodology todesign a system that may achieve the desired performance level. A quality standard is created bydetermining the number of service channels (employees) that can handle the workload of answeringall the calls arriving at the service desk. The paper demonstrates how Queuing Theory may be used toenhance a service desk information system, including the end-users, in order to provide moreefficient service delivery.