..., many call centers have recently experimented with informing arriving customers about anticipated delays (Brown et al., 2005). In this paper, we aim to confront these challenges by contributing to the optimal design and management of real call centers. Predicting and announcing delays...

... be contacted at: gongjun@ise.neu.edu.cn © Emerald Group Publishing Limited 2016 Service systems Balking Predicting and announcing delays Reneging Satisfaction with delay information For the design and management of call centers and many other service systems, it is common to use delay...