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- Publisher Website: 10.1287/msom.1110.0349
- Scopus: eid_2-s2.0-84861415198
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Article: Routing to manage resolution and waiting time in call centers with heterogeneous servers
Title | Routing to manage resolution and waiting time in call centers with heterogeneous servers | ||||||
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Authors | |||||||
Keywords | Call resolution Contact centers Performance management Skill-based routing | ||||||
Issue Date | 2012 | ||||||
Publisher | INFORMS. The Journal's web site is located at http://www.msom.org/ | ||||||
Citation | Manufacturing And Service Operations Management, 2012, v. 14 n. 1, p. 66-81 How to Cite? | ||||||
Abstract | In many call centers, agents are trained to handle all arriving calls but exhibit very different performance for the same call type, where we define performance by both the average call handling time and the call resolution probability. In this paper, we explore strategies for determining which calls should be handled by which agents, where these assignments are dynamically determined based on the specific attributes of the agents and/or the current state of the system. We test several routing strategies using data obtained from a medium-sized financial service firm's customer service call centers and present empirical performance results. These results allow us to characterize overall performance in terms of customer waiting time and overall resolution rate, identifying an efficient frontier of routing rules for this contact center. © 2012 INFORMS. | ||||||
Persistent Identifier | http://hdl.handle.net/10722/157738 | ||||||
ISSN | 2023 Impact Factor: 4.8 2023 SCImago Journal Rankings: 5.466 | ||||||
ISI Accession Number ID |
Funding Information: Yong-Pin Zhou's research was supported by the National Science Foundation [Grant CMMI-0645075]. Vijay Mehrotra's research was supported by a faculty development grant from the University of San Francisco. Geoff Ryder's research was supported by the National Science Foundation [Grant EEC-0946373] to the American Society for Engineering Education. | ||||||
References |
DC Field | Value | Language |
---|---|---|
dc.contributor.author | Mehrotra, V | en_HK |
dc.contributor.author | Ross, K | en_HK |
dc.contributor.author | Ryder, G | en_HK |
dc.contributor.author | Zhou, YP | en_HK |
dc.date.accessioned | 2012-08-08T08:55:15Z | - |
dc.date.available | 2012-08-08T08:55:15Z | - |
dc.date.issued | 2012 | en_HK |
dc.identifier.citation | Manufacturing And Service Operations Management, 2012, v. 14 n. 1, p. 66-81 | en_HK |
dc.identifier.issn | 1523-4614 | en_HK |
dc.identifier.uri | http://hdl.handle.net/10722/157738 | - |
dc.description.abstract | In many call centers, agents are trained to handle all arriving calls but exhibit very different performance for the same call type, where we define performance by both the average call handling time and the call resolution probability. In this paper, we explore strategies for determining which calls should be handled by which agents, where these assignments are dynamically determined based on the specific attributes of the agents and/or the current state of the system. We test several routing strategies using data obtained from a medium-sized financial service firm's customer service call centers and present empirical performance results. These results allow us to characterize overall performance in terms of customer waiting time and overall resolution rate, identifying an efficient frontier of routing rules for this contact center. © 2012 INFORMS. | en_HK |
dc.language | eng | en_US |
dc.publisher | INFORMS. The Journal's web site is located at http://www.msom.org/ | en_HK |
dc.relation.ispartof | Manufacturing and Service Operations Management | en_HK |
dc.subject | Call resolution | en_HK |
dc.subject | Contact centers | en_HK |
dc.subject | Performance management | en_HK |
dc.subject | Skill-based routing | en_HK |
dc.title | Routing to manage resolution and waiting time in call centers with heterogeneous servers | en_HK |
dc.type | Article | en_HK |
dc.identifier.email | Zhou, YP: yongpin@hku.hk | en_HK |
dc.identifier.authority | Zhou, YP=rp01614 | en_HK |
dc.description.nature | link_to_subscribed_fulltext | en_US |
dc.identifier.doi | 10.1287/msom.1110.0349 | en_HK |
dc.identifier.scopus | eid_2-s2.0-84861415198 | en_HK |
dc.relation.references | http://www.scopus.com/mlt/select.url?eid=2-s2.0-84861415198&selection=ref&src=s&origin=recordpage | en_HK |
dc.identifier.volume | 14 | en_HK |
dc.identifier.issue | 1 | en_HK |
dc.identifier.spage | 66 | en_HK |
dc.identifier.epage | 81 | en_HK |
dc.identifier.eissn | 1526-5498 | - |
dc.identifier.isi | WOS:000300480700006 | - |
dc.publisher.place | United States | en_HK |
dc.identifier.scopusauthorid | Mehrotra, V=7006522546 | en_HK |
dc.identifier.scopusauthorid | Ross, K=12646038100 | en_HK |
dc.identifier.scopusauthorid | Ryder, G=12646536200 | en_HK |
dc.identifier.scopusauthorid | Zhou, YP=9037956000 | en_HK |
dc.identifier.issnl | 1523-4614 | - |