Abstract
Currently, the influence of price factors on the competitiveness of telecommunication companies is decreasing, since telecommunications organizations offer a wide range of similar services that differ little in cost. Thus, the main factor of a company’s competitiveness in the market is the quality of customer service. Methods of queueing theory can be used to plan staffing levels and to assess the quality of customer service in the service hall. The article examines the functioning process of a telecommunications company’s service hall by evaluating the main parameters of queueing systems and develops recommendations aimed at improving the efficiency of the object under study.