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Routing to Manage Resolution and Waiting Time in Call Centers With Heterogeneous Servers

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Executive Summary

In many call centers, agents are trained to handle all arriving calls but exhibit very different performance for the same call type, where performance is defined by the Average call Handling Time (AHT) and the call Resolution Probability (RP). this paper explore strategies for determining which calls should be handled by which agents, where these assignments are dynamically determined based on the specific attributes of the agents and/or the current state of the system. The authors test several routing strategies using data obtained from a large financial service firm's customer service call centers and present empirical performance results.

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