In Call Centers
A good example of the use of teletraffic theory in practice is in the design and management of a call center. Call centers use teletraffic theory to increase the efficiency of their services and overall profitability through calculating how many operators are really needed at each time of the day.
Queueing systems used in call centers have been studied as a science. For example completed calls are put on hold and queued until they can be served by an operator. If callers are made to wait too long, they may lose patience and default from the queue (hang up), resulting in no service being provided.
Read more about this topic: Teletraffic Engineering
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