Impact of Delay Announcements in Call Centers: An Empirical Approach

Zeynep Akşin
Zeynep Akşin
[email protected]
College of Administrative Sciences and Economics, Koç University, 34450 Sariyer-Istanbul, Turkey
Search for more papers by this author
,
Baris Ata
Corresponding Author
Baris Ata
[email protected]
Booth School of Business, University of Chicago, Chicago, Illinois 60637
Search for more papers by this author
,
Seyed Morteza Emadi
Seyed Morteza Emadi
[email protected]
Kenan-Flagler Business School, University of North Carolina at Chapel Hill, Chapel Hill, North Carolina 27599
Search for more papers by this author
,
Che-Lin Su
Che-Lin Su
Formerly at the Booth School of Business, University of Chicago, Chicago, Illinois
Search for more papers by this author

Zeynep Akşin

[email protected]

College of Administrative Sciences and Economics, Koç University, 34450 Sariyer-Istanbul, Turkey

Search for more papers by this author

Baris Ata

Corresponding Author

Baris Ata

[email protected]

Booth School of Business, University of Chicago, Chicago, Illinois 60637

Search for more papers by this author

Seyed Morteza Emadi

[email protected]

Kenan-Flagler Business School, University of North Carolina at Chapel Hill, Chapel Hill, North Carolina 27599

Search for more papers by this author

Che-Lin Su (deceased)

Che-Lin Su

Formerly at the Booth School of Business, University of Chicago, Chicago, Illinois

Search for more papers by this author

Published Online:27 Oct 2016https://doi.org/10.1287/opre.2016.1542

Supplemental Material

opre.2016.1542-sm.pdf (170 KB)

Cited by
- A New Finite Approximation Method for Evaluating Steady-State Performance of a Continuous-State Markov Chain with an Application to Queues with Customer Abandonment
  Shukai Li,
  Sanjay Mehrotra
  12 June 2025 | Mathematics of Operations Research, Vol. 51, No. 2
- Local Cost Synergies in Reverse Auctions: An Application to Road Salt Procurement
  Diwakar Gupta,
  Matt Schmitt,
  Ioannis Stamatopoulos
  29 October 2025 | Operations Research, Vol. 74, No. 2
- Rent, Retrieve, Repeat Until Sold: Demand Process Specification and Modular Estimation Framework for the Rent‐to‐Own Business
  29 July 2025 | Journal of Operations Management, Vol. 71, No. 8
- Pricing policy and queue-length disclosure in on-demand service platforms
  Transportation Research Part E: Logistics and Transportation Review, Vol. 204
- Patient Sensitivity to Emergency Department Waiting Time Announcements
  Eric Park,
  Huiyin Ouyang,
  Jingqi Wang,
  Sergei Savin,
  Siu Chung Leung,
  Timothy H. Rainer
  20 December 2023 | Manufacturing & Service Operations Management, Vol. 27, No. 6
- Waiting Online vs. In Person: An Empirical Study on Outpatient Clinic Visit Incompletion
  Jimmy Qin,
  Carri W. Chan,
  Jing Dong,
  Shunichi Homma,
  Siqin Ye
  25 July 2025 | Manufacturing & Service Operations Management, Vol. 27, No. 5
- Strategic behavior and social optimization in Markovian working vacation queues with delayed observations
  23 May 2025 | Operational Research, Vol. 25, No. 2
- How Observed Queue Length and Service Times Drive Reneging Behavior in Queues
  21 October 2024 | Production and Operations Management, Vol. 34, No. 6
- When to announce the queueing information for bounded rationality customers: a discrete-event–based simulation model
  22 March 2024 | SIMULATION, Vol. 100, No. 10
- An incentive strategy for the retention of impatient passengers in ride-sourcing markets
  Transportation Research Part E: Logistics and Transportation Review, Vol. 189
- The optimal decision of service provider considering extra waiting area value-added services – pooled or dedicated?
  14 October 2024 | RAIRO - Operations Research, Vol. 58, No. 5
- How Does Queueing Information in Pre-Sales Call Centers Affect Customer Repurchase Behavior
  22 April 2024 | Asia-Pacific Journal of Operational Research, Vol. 41, No. 04
- A Study of Congestion-Based Information Guidance Policy for Hierarchical Healthcare Systems
  27 May 2023 | Asia-Pacific Journal of Operational Research, Vol. 41, No. 02
- Managing customer contact centers with delay announcements and automated service
  24 March 2023 | IISE Transactions, Vol. 56, No. 2
- Sooner or Later? Promising Delivery Speed in Online Retail
  Ruomeng Cui,
  Zhikun Lu,
  Tianshu Sun,
  Joseph M. Golden
  1 August 2023 | Manufacturing & Service Operations Management, Vol. 26, No. 1
- The Impact of Information-Granularity and Prioritization on Patients’ Care Modality Choice
  1 January 2024 | SSRN Electronic Journal, Vol. 67
- The impact of AI-based conversational agent on the firms’ operational performance: Empirical evidence from a call center
  22 December 2022 | Applied Artificial Intelligence, Vol. 37, No. 1
- A Practice-Oriented Overview of Call Center Workforce Planning
  Ger M. Koole,
  Siqiao Li
  4 July 2023 | Stochastic Systems, Vol. 13, No. 4
- Sociodemographic Disparities in Queue Jumping for Emergency Department Care
  28 July 2023 | JAMA Network Open, Vol. 6, No. 7
- Examining the dynamics of reactive capacity allocation through a chaos lens
  European Journal of Operational Research, Vol. 308, No. 2
- Need for Speed: The Impact of In-Process Delays on Customer Behavior in Online Retail
  Santiago Gallino,
  Nil Karacaoglu,
  Antonio Moreno
  14 March 2022 | Operations Research, Vol. 71, No. 3
- Balancing Agent Retention and Waiting Time in Service Platforms
  Andres Musalem,
  Marcelo Olivares,
  Daniel Yung
  25 January 2023 | Operations Research, Vol. 71, No. 3
- Nudging Patient Choice: Reducing No-Shows Using Waits Framing Messaging
  Jiayi Liu,
  Diwas KC
  4 April 2023 | Operations Research, Vol. 71, No. 3
- Modeling abandonment behavior among patients
  European Journal of Operational Research, Vol. 306, No. 1
- Real‐time delay announcement under competition
  1 March 2023 | Production and Operations Management, Vol. 32, No. 3
- Need for speed , but how much does it cost? Unpacking the fee‐speed relationship in Bitcoin transactions
  17 July 2022 | Journal of Operations Management, Vol. 69, No. 1
- Two-Way Communication Retrial Queue with Markov Modulated Poisson Input and Multiple Types of Outgoing Calls
  1 May 2023
- Buy Now or Keep Renting? A Modular Estimation Framework for Renter Decisions in the Rent-to-Own Business
  1 January 2023 | SSRN Electronic Journal, Vol. 11
- A New Finite Approximation Method for Evaluating Steady-State Performance of a Continuous-State Markov Chain with an Application to Queues with Customer Abandonment
  1 January 2023 | SSRN Electronic Journal, Vol. 16
- The “Sensitive” Markovian queueing system and its application for a call center problem
  1 March 2018 | Annals of Operations Research, Vol. 317, No. 2
- Numerical Methods for Integral Equations of the Second Kind with NonSmooth Solutions of Bounded Variation
  4 October 2022 | SIAM Journal on Numerical Analysis, Vol. 60, No. 5
- Delay Information in Virtual Queues: A Large-Scale Field Experiment on a Major Ride-Sharing Platform
  Qiuping Yu,
  Yiming Zhang,
  Yong-Pin Zhou
  8 June 2022 | Management Science, Vol. 68, No. 8
- The impact of waiting on customer‐instigated service time: Field evidence from a live‐chat contact center
  26 June 2022 | Journal of Operations Management, Vol. 68, No. 5
- Personalized Priority Policies in Call Centers Using Past Customer Interaction Information
  Brett Alan Hathaway,
  Seyed Morteza Emadi,
  Vinayak Deshpande
  16 August 2021 | Management Science, Vol. 68, No. 4
- A dynamic prioritization policy for the callback option in a call center
  31 March 2021 | Flexible Services and Manufacturing Journal, Vol. 34, No. 1
- Staff Planning for Hospitals with Implicit Cost Estimation and Stochastic Optimization
  1 March 2022 | Production and Operations Management, Vol. 31, No. 3
- Patient Sensitivity to Emergency Department Waiting Time Announcements
  SSRN Electronic Journal, Vol. 65
- Reneging and Balking in Resource Sharing Systems
  1 January 2022 | SSRN Electronic Journal, Vol. 59
- The Effects of Information Granularity on Abandonment and Congestion in Non-Stationary Priority Queues
  SSRN Electronic Journal, Vol. 65
- The Passenger's Willingness to Wait with Sunk Waiting Time: An Empirical Study in Ride-Sourcing Market
  SSRN Electronic Journal, Vol. 19
- The Reference Effect of Delay Announcements: A Field Experiment
  Qiuping Yu,
  Gad Allon,
  Achal Bassamboo
  22 February 2021 | Management Science, Vol. 67, No. 12
- Should We Wait Before Outsourcing? Analysis of a Revenue-Generating Blended Contact Center
  Benjamin Legros,
  Oualid Jouini,
  Ger Koole
  5 May 2020 | Manufacturing & Service Operations Management, Vol. 23, No. 5
- A General Framework to Compare Announcement Accuracy: Static vs. LES-Based Announcement
  Achal Bassamboo,
  Rouba Ibrahim
  6 October 2020 | Management Science, Vol. 67, No. 7
- Peer Bargaining and Productivity in Teams: Gender and the Inequitable Division of Pay
  Lamar Pierce,
  Laura W. Wang,
  Dennis J. Zhang
  30 March 2020 | Manufacturing & Service Operations Management, Vol. 23, No. 4
- Managing EMS systems with user abandonment in emerging economies
  24 September 2020 | IISE Transactions, Vol. 53, No. 4
- In-queue priority purchase: a dynamic game approach
  5 March 2021 | Queueing Systems, Vol. 97, No. 3-4
- Don’t Call Us, We’ll Call You: An Empirical Study of Caller Behavior Under a Callback Option
  Brett A. Hathaway,
  Seyed M. Emadi,
  Vinayak Deshpande
  5 October 2020 | Management Science, Vol. 67, No. 3
- Hazard rate estimation for call center customer patience time
  14 January 2020 | IISE Transactions, Vol. 52, No. 8
- Why Empirical Research Is Good for Operations Management, and What Is Good Empirical Operations Management?
  Marshall Fisher,
  Marcelo Olivares,
  Bradley R. Staats
  8 November 2019 | Manufacturing & Service Operations Management, Vol. 22, No. 1
- Empirical Analysis of Call Center Load & Service Level for Shift Planning
  9 January 2020
- Need for Speed, but How Much Does It Cost? Unpacking the Fee-Speed Relationship in Cryptocurrency Transactions
  SSRN Electronic Journal, Vol. 65
- To Wait or Not to Wait: The Theory and Practice of Ticket Queues
  Kaan Kuzu,
  Long Gao,
  Susan H. Xu
  25 April 2019 | Manufacturing & Service Operations Management, Vol. 21, No. 4
- On Queues with a Random Capacity: Some Theory, and an Application
  12 January 2019
- Managing EMS Systems with User Abandonment in Emerging Economies
  SSRN Electronic Journal, Vol. 59
- Don't Call Us, We'll Call You: An Empirical Study of Caller Behavior Under a Callback Option
  SSRN Electronic Journal, Vol. 16
- How Observed Queue Length and Service Times Drive Queue Behavior in the Lab
  SSRN Electronic Journal, Vol. 65
- Customer Learning in Call Centers from Previous Waiting Experiences
  Seyed Morteza Emadi,
  Jayashankar M. Swaminathan
  9 August 2018 | Operations Research, Vol. 66, No. 5
- Organ Transplantation *
  3 August 2018
- Bayesian modeling of abandonments in ticket queues
  13 December 2018 | Naval Research Logistics (NRL), Vol. 65, No. 6-7
- Sharing delay information in service systems: a literature survey
  29 March 2018 | Queueing Systems, Vol. 89, No. 1-2
- An Equilibrium Analysis of a Multiclass Queue with Endogenous Abandonments in Heavy Traffic
  Baris Ata,
  Xiaoshan Peng
  5 September 2017 | Operations Research, Vol. 66, No. 1
- Managing Queueing Systems Where Capacity is Random and Customers are Impatient
  1 February 2018 | Production and Operations Management, Vol. 27, No. 2
- Multiattribute Loss Aversion and Reference Dependence: Evidence from the Performing Arts Industry
  Necati Tereyağoğlu,
  Peter S. Fader,
  Senthil Veeraraghavan
  17 February 2017 | Management Science, Vol. 64, No. 1
- A Structural Estimation Approach to Agent Attrition
  SSRN Electronic Journal, Vol. 59
- Staff Planning for Hospitals with Cost Estimation and Optimization
  SSRN Electronic Journal, Vol. 66
- On the Equilibrium Structure of Dynamic In-Queue Priority-Purchasing Behavior
  SSRN Electronic Journal, Vol. 22
- Why Retailers Should Care about Net Neutrality: The Impact of Website Performance on Online Retail
  SSRN Electronic Journal, Vol. 48
- Bayesian Modeling of Abandonments in Ticket Queues
  SSRN Electronic Journal, Vol. 59
- Refined Models for Efficiency-Driven Queues with Applications to Delay Announcements and Staffing
  Junfei Huang,
  Avishai Mandelbaum,
  Hanqin Zhang,
  Jiheng Zhang
  17 July 2017 | Operations Research, Vol. 65, No. 5
- Does the Past Predict the Future? The Case of Delay Announcements in Service Systems
  Rouba Ibrahim,
  Mor Armony,
  Achal Bassamboo
  13 June 2016 | Management Science, Vol. 63, No. 6
- An equilibrium analysis of a discrete-time Markovian queue with endogenous abandonments
  3 April 2017 | Queueing Systems, Vol. 86, No. 1-2
- The Reference Effect of Delay Announcements: A Field Experiment
  SSRN Electronic Journal, Vol. 60
- Sharing Delay Information in Service Systems: A Literature Survey
  SSRN Electronic Journal, Vol. 22
- Organ Transplantation
  SSRN Electronic Journal, Vol. 6
- A Review of Choice Modeling in the Marketing-Operations Management Interface
  SSRN Electronic Journal, Vol. 47
- Capacity Sizing in Queueing Models with a Random Number of Servers
  SSRN Electronic Journal, Vol. 16

Volume 65, Issue 1

January-February 2017

Pages ii-iv, 1-287

Article Information

Supplemental Material

Metrics

Information

Received:October 11, 2012
Accepted:May 20, 2016
Published Online:October 27, 2016

Cite as

Zeynep Akşin, Baris Ata, Seyed Morteza Emadi, Che-Lin Su (2016) Impact of Delay Announcements in Call Centers: An Empirical Approach. Operations Research 65(1):242-265.

https://doi.org/10.1287/opre.2016.1542

Keywords

PDF download

Available Issues

Available Issues

Available Issues

Available Issues

Available Issues

Available Issues

Available Issues

Available Issues

Available Issues

Impact of Delay Announcements in Call Centers: An Empirical Approach

Supplemental Material

Volume 65, Issue 1

Article Information

Supplemental Material

Metrics

Information

Cite as

Keywords

Sign Up for INFORMS Publications Updates and News