时 间：2015年9月15日（周二），上午10:00
地 点：体育外围平台APP1002会议室
主持人：刘南 教授
报告题目：Understanding Customers Retrials in Call Centers: An Empirical Study.
Presenting Author: Kejia Hu
Co-Authors: Gad Allon, Achal Bassamboo.
Affiliation: Kellogg School of Management, Northwestern University
Abstract:
We studied the impacts of waiting times and service qualities on the retrial behaviors of customers in a call center. The retrial behavior, in general, is a calling-back behavior after contacting call center, due to dissatisfactory service in pervious call. We categorized retrial behaviors into two types: the congestion retrial, calling-back due to receiving no service in previous call; and the fitness retrial, calling-back due to poor service quality in previous call. We used a structural model to characterize the retrial behavior of customers given the service provided to them by the call center. We found both service quality and service speed matters to the customers. However, customers prefer quick service speed to good service quality when the system is fairly congested. Moreover, we provided several cost-effective approaches to the call center to reduce customer retrial probability.
个人简介：
Ms.Kejia Hu is currently a 3rd-year PhD student in Operations Management at Kellogg School of Management, Northwestern University. She has M.S. in Statistics from University of California, Davis and B.S. in Statistics from Fudan University.
Her research interests focus on structural modeling on service operations, empirical analysis on sustainability operations and optimization of dual sourcing problem in global supply chain.
Ms.Hu has published papers on international journals and conferences such as International Journal of Statistics and Probability, Machine Learning and Data Mining 2013 Conference, and Passive and Active Measurement 2012 Conference. She has also been active and been invited to present in conferences such as INFORMS, MSOM and POMS.
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管理科学与工程学系
