Optimization of Multi-skill Call Centers Contracts and Work-shifts
نویسندگان
چکیده
منابع مشابه
Exponential Approximation of Multi-Skill Call Centers Architecture
We model a multi-skill call center as a network of queues : Calls are considered as customers requesting service, agents as servers. A customer that finds all servers busy at a queue may be routed to another queue (if any) or is lost (otherwise). In order to evaluate the losses of such a network, we approximate each queue as an M/M/r loss system. Based on simulations, we illustrate the efficien...
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Modern call centers deal with a wide variety of service requests from customers. This is partly due to the increasingly divers range of products that companies have, but also because of the many ways that a call center can be contacted (telephone, email, IM, etc.). In the past, agents were trained to deal with all possible types of calls that could arrive at the call center. The large number of...
متن کاملA Staffing Algorithm for Call Centers with Skill-Based Routing
Call centers usually handle several types of calls, but it usually is not possible or cost-effective to have every agent be able to handle every type of call. Thus, the agents tend to have different skills, in different combinations. In such an environment, it is challenging to route calls effectively and determine the staff requirements. This paper addresses both these routing and staffing pro...
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We focus on architectures with limited flexibility for multi-skill call centers. The context is that of call centers with asymmetric parameters: unbalanced workload, different service requirements, a predominant customer type, unbalanced abandonments and high costs of cross-training. The most well-known architectures with limited flexibility such as chaining fail against such asymmetry. We prop...
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ژورنال
عنوان ژورنال: Service Science
سال: 2011
ISSN: 2164-3962,2164-3970
DOI: 10.1287/serv.3.1.67