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Article: Routing to manage resolution and waiting time in call centers with heterogeneous servers

TitleRouting to manage resolution and waiting time in call centers with heterogeneous servers
Authors
KeywordsCall resolution
Contact centers
Performance management
Skill-based routing
Issue Date2012
PublisherINFORMS. 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?
AbstractIn 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 Identifierhttp://hdl.handle.net/10722/157738
ISSN
2015 Impact Factor: 1.966
2015 SCImago Journal Rankings: 4.609
ISI Accession Number ID
Funding AgencyGrant Number
National Science FoundationCMMI-0645075
EEC-0946373
University of San Francisco
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 FieldValueLanguage
dc.contributor.authorMehrotra, Ven_HK
dc.contributor.authorRoss, Ken_HK
dc.contributor.authorRyder, Gen_HK
dc.contributor.authorZhou, YPen_HK
dc.date.accessioned2012-08-08T08:55:15Z-
dc.date.available2012-08-08T08:55:15Z-
dc.date.issued2012en_HK
dc.identifier.citationManufacturing And Service Operations Management, 2012, v. 14 n. 1, p. 66-81en_HK
dc.identifier.issn1523-4614en_HK
dc.identifier.urihttp://hdl.handle.net/10722/157738-
dc.description.abstractIn 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.languageengen_US
dc.publisherINFORMS. The Journal's web site is located at http://www.msom.org/en_HK
dc.relation.ispartofManufacturing and Service Operations Managementen_HK
dc.subjectCall resolutionen_HK
dc.subjectContact centersen_HK
dc.subjectPerformance managementen_HK
dc.subjectSkill-based routingen_HK
dc.titleRouting to manage resolution and waiting time in call centers with heterogeneous serversen_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/msom.1110.0349en_HK
dc.identifier.scopuseid_2-s2.0-84861415198en_HK
dc.relation.referenceshttp://www.scopus.com/mlt/select.url?eid=2-s2.0-84861415198&selection=ref&src=s&origin=recordpageen_HK
dc.identifier.volume14en_HK
dc.identifier.issue1en_HK
dc.identifier.spage66en_HK
dc.identifier.epage81en_HK
dc.identifier.eissn1526-5498-
dc.identifier.isiWOS:000300480700006-
dc.publisher.placeUnited Statesen_HK
dc.identifier.scopusauthoridMehrotra, V=7006522546en_HK
dc.identifier.scopusauthoridRoss, K=12646038100en_HK
dc.identifier.scopusauthoridRyder, G=12646536200en_HK
dc.identifier.scopusauthoridZhou, YP=9037956000en_HK

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