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Article: Managing response time in a call-routing problem with service failure

TitleManaging response time in a call-routing problem with service failure
Authors
KeywordsDynamic programming/optimal control
Markov: infinite state
Multichannel
Probability: stochastic model applications
Queues: Markovian
Issue Date2005
PublisherINFORMS. The Journal's web site is located at http://or.pubs.informs.org
Citation
Operations Research, 2005, v. 53 n. 6, p. 968-981 How to Cite?
AbstractTraditional 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 customer service representatives (CSRs). We introduce the concept of call resolution probability, and we argue that it constitutes a good proxy for call quality. For each call, both the call resolution probability (p) and the average service time (1/μ.) are CSR dependent. We use a Markov decision process formulation to obtain analytical results and insights about the optimal routing policy that minimizes the average total time of call resolution, including callbacks. In particular, we provide sufficient conditions under which it is optimal to route to the CSR with the highest call resolution rate (pμ,) among those available. We also develop efficient heuristics that can be easily implemented in practice.
Persistent Identifierhttp://hdl.handle.net/10722/157727
ISSN
2015 Impact Factor: 1.777
2015 SCImago Journal Rankings: 3.528
ISI Accession Number ID
References

 

DC FieldValueLanguage
dc.contributor.authorDe Véricourt, Fen_HK
dc.contributor.authorZhou, YPen_HK
dc.date.accessioned2012-08-08T08:55:11Z-
dc.date.available2012-08-08T08:55:11Z-
dc.date.issued2005en_HK
dc.identifier.citationOperations Research, 2005, v. 53 n. 6, p. 968-981en_HK
dc.identifier.issn0030-364Xen_HK
dc.identifier.urihttp://hdl.handle.net/10722/157727-
dc.description.abstractTraditional 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 customer service representatives (CSRs). We introduce the concept of call resolution probability, and we argue that it constitutes a good proxy for call quality. For each call, both the call resolution probability (p) and the average service time (1/μ.) are CSR dependent. We use a Markov decision process formulation to obtain analytical results and insights about the optimal routing policy that minimizes the average total time of call resolution, including callbacks. In particular, we provide sufficient conditions under which it is optimal to route to the CSR with the highest call resolution rate (pμ,) among those available. We also develop efficient heuristics that can be easily implemented in practice.en_HK
dc.languageengen_US
dc.publisherINFORMS. The Journal's web site is located at http://or.pubs.informs.orgen_HK
dc.relation.ispartofOperations Researchen_HK
dc.subjectDynamic programming/optimal controlen_HK
dc.subjectMarkov: infinite stateen_HK
dc.subjectMultichannelen_HK
dc.subjectProbability: stochastic model applicationsen_HK
dc.subjectQueues: Markovianen_HK
dc.titleManaging response time in a call-routing problem with service failureen_HK
dc.typeArticleen_HK
dc.identifier.emailZhou, YP: yongpin@hku.hken_HK
dc.identifier.authorityZhou, YP=rp01614en_HK
dc.description.naturelink_to_subscribed_fulltexten_US
dc.identifier.doi10.1287/opre.1050.0230en_HK
dc.identifier.scopuseid_2-s2.0-30344480805en_HK
dc.relation.referenceshttp://www.scopus.com/mlt/select.url?eid=2-s2.0-30344480805&selection=ref&src=s&origin=recordpageen_HK
dc.identifier.volume53en_HK
dc.identifier.issue6en_HK
dc.identifier.spage968en_HK
dc.identifier.epage981en_HK
dc.identifier.isiWOS:000234756000006-
dc.publisher.placeUnited Statesen_HK
dc.identifier.scopusauthoridDe Véricourt, F=6603022308en_HK
dc.identifier.scopusauthoridZhou, YP=9037956000en_HK

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