Blended call center with idling times during the call service
نویسندگان
چکیده
منابع مشابه
Dynamic Call Center Routing Policies Using Call Waiting and Agent Idle Times
We study call routing policies for call centers with multiple call types and multiple agent groups. We introduce new weight-based routing policies where each pair (call type, agent group) is given a matching priority defined as an affine combination of the longest waiting time for that call type and the longest idle time or the number of idle agents in that agent group. The coefficients in this...
متن کاملCall Center Routing Policy Using Call Waiting and Agent Idle Times
We study call routing policies commonly used in call centers with multiple call types and multiple agent groups. We propose a new weight-based routing policy where each pair (call type, agent group) is given a matching priority defined as an affine combination of the longest waiting time for that call type and the longest idle time in that agent group. The coefficients in this combination are p...
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The call center industry is a relatively new in Bangladesh. Only telecommunications and very few organizations are now providing customer service and support via call centers. Call centers do not exist for the customer to physically interact with, apart from via the telephone. The nature of the service encounter between the call center and customer is predominantly undertaken by using technolog...
متن کاملDynamic Call Center Routing Policies Using Call Waiting and Agent Idle Times Online Supplement
1.2. Priorities with Delays (PD) If the objective function is FS(π), i.e., involves only the SL, then according to intuition we may want to impose a delay slightly smaller than the AWT for certain call types, to increase their chance of abandonment before the AWT in case they have to wait, which would in turn improve the quality of service to the remaining customers in terms of SL and average w...
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Companies may choose to outsource parts, but not all, of their call-center operations. In the course of studying contact centers in the telecommunications and financial services industries, we have observed the following (apparently) common scheme. A company classifies its customers as high or low-value, serving the former with their " in house " operations and routing the latter to an outsourc...
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ژورنال
عنوان ژورنال: IISE Transactions
سال: 2018
ISSN: 2472-5854,2472-5862
DOI: 10.1080/24725854.2017.1387318