Technical Report UCSC-CRL-07-04: Call Center Routing Strategies in the Presence of Servers with Heterogeneous Performance Attributes

First call resolution, which in essence means the proportion of inquires that are successfully addressed after one call (note that the definitions of FCR differ, see below), has been getting more attention in call center management. A review of the literature, however, reveals that most of the interest has come from the practitioners (call center managers, consultants, etc.). We can only find a few research reports on FCR the benefits, the potential downsides, and more importantly, how FCR should be implemented in the routing of calls.