A New Flexible Architecture for Call Centers with Skill-Based Routing

We consider flexible architectures with multi-skills agents, revisiting the reference model of Chaining we propose a new architecture : the Single Pooling model. Using simulation and developing analytical models we show that this model can be almost as performing as the chaining model but also less expensive. The purpose of the article is to present insights for the manager in its strategy of designing a call center. The impact of most of the parameters implied in a call center like arrival rate, service rate, variation, number of teams, size of the call center, workload or quality of service will be studied.