Managing Response Time in a Call-Routing Problem with Service Failure
نویسندگان
چکیده
منابع مشابه
Managing Response Time in a Call-Routing Problem with Service Failure
Traditional research on routing in queueing systems usually ignores service quality related factors. In this paper, we analyze the routing problem in a system where customers call back when their problems are not completely resolved by the service customer representatives (CSRs). We introduce the concept of call resolution probability, and we argue that it constitutes a good proxy for call qual...
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ژورنال
عنوان ژورنال: Operations Research
سال: 2005
ISSN: 0030-364X,1526-5463
DOI: 10.1287/opre.1050.0230