In this paper, we analyze the performance of call centers of financial service providers with two levels of support and a time-dependent overflow mechanism. Waiting calls from the front-office queue flow over to the back office, if a waiting-time limit is reached and at least one back-office...

This paper analyzes the performance of call centers with impatient customers, two levels of support, and an overflow mechanism. Waiting calls from the front-office queue – if not reneging – are sent to the back office if at least one back-office agent is available and if a certain threshold...