Performance Evaluation Of Skill-Based Routing In An Inbound Call Center Using Stochastic Petri Nets
Abstract
Call centers have become a preferred and prevalent means for companies to communicate
with their customers. As a consequence of this, the call center industry has seen a huge growth in both volume and scope in the last couple of decades. Operations managers
are challenged with the fact that personnel costs, especially staffing, account for over
65% of the cost of running the typical call center. The trade-off between service quality
(marketing) and efficiency (operations), thus naturally arises, and a central goal of ours is to contribute to its understanding.
We present here a server switching policy for routing of calls to Customer Service
Representatives (CSR) in a multi-skilled inbound call center utilizing skill-based routing (SBR). We model the system as a queueing network and propose stochastic Petri net based models for the design and performance analysis of call centers. Our models and experimentations help in identifying practices that result in efficient usage of existing personnel in a call center.
In our work, we have considered two types of scenarios in which a multi-skilled SBR
call center handling inbound calls can function - (i) with specialist agents only, and (ii) with a mix of specialist and flexible agents. We have developed both these models and compared the rewards obtained from each of them. This analysis helped us answer important issues regarding the routing decision of calls to CSRs, identify the hedging point where one obtains the highest rewards and the impact of varying the strategic and tactical level decisions on the overall call center performance.
Collections
Related items
Showing items related by title, author, creator and subject.
-
Spray morphology and droplet characteristics in gas centered swirl coaxial (GCSC) atomizers
Athul, JosephStudies on liquid atomization and spray formation in coaxial type atomizers are necessary to improve the performance of liquid propellant rocket engines. Recess ratio, expressed as the ratio of orifice recess length to ... -
Goldman Bracket : Center, Geometric Intersection Number & Length Equivalent Curves
Kabiraj, Arpan (2017-11-30)Goldman [Gol86] introduced a Lie algebra structure on the free vector space generated by the free homotopy classes of oriented closed curves in any orientable surface F . This Lie bracket is known as the Goldman bracket ... -
Improving Data Center Utilisation by Reducing Fragmentation
Shravan, S KVirtualization enables better server consolidation and utilisation compared to stand-alone servers running a single workload. This enabled wide-spread cloud adoption among many organizations. Data center utilisation is ...