An Abandon Percentage Predictive Model for Call Centers

Abandon percentage is one of the most important measures for the quality of service in call centers.In order to predict the abandon percentage accurately,makes full use of principle of statistics and data mining,an abandon percentage predictive model for call centers is presented in this paper that is based on queuing theories.Its principle of design,system structure and application method are also introduced.We conclude from the success of the application example that the results of this model are accurate,and it is conducive to improve the QoS of call centers.