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

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

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Article ID: iaor2012803
Volume: 14
Issue: 1
Start Page Number: 66
End Page Number: 81
Publication Date: Dec 2012
Journal: Manufacturing & Service Operations Management
Authors: , , ,
Keywords: call centres, arc routing
Abstract:

In many call centers, agents are trained to handle all arriving calls but exhibit very different performance for the same call type, where we define performance by both the average call handling time and the call resolution probability. In this paper, we 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. We test several routing strategies using data obtained from a medium‐sized financial service firm's customer service call centers and present empirical performance results. These results allow us to characterize overall performance in terms of customer waiting time and overall resolution rate, identifying an efficient frontier of routing rules for this contact center.

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