APPROXIMATE ANALYSIS OF A CALL CENTER WITH SKILL-BASED ROUTING

Chul Geun Park, Dong Hwan Han

Abstract

Call centers have become the prevalent contact points between many companies and their customers. By virtue of recent advances in information and communication technology, the number and size of call centers has grown dramatically. As a large portion of the operating costs are related to the labor costs, efficient design and workforce staffing are crucial for the economic success of call centers. In this context, the workforce staffing level can be modeled as mathematical optimization problem using queueing theory. In this paper, we deal with an approximate analysis of the so-called N-design call center with two types of customers, two different finite queues and two different exponential patient times. We also represent some numerical examples and show the impact of the system parameters on the performance measures.

References

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Paper Citation


in Harvard Style

Geun Park C. and Hwan Han D. (2007). APPROXIMATE ANALYSIS OF A CALL CENTER WITH SKILL-BASED ROUTING . In Proceedings of the Second International Conference on e-Business - Volume 1: ICE-B, (ICETE 2007) ISBN 978-989-8111-11-1, pages 45-50. DOI: 10.5220/0002111000450050


in Bibtex Style

@conference{ice-b07,
author={Chul Geun Park and Dong Hwan Han},
title={APPROXIMATE ANALYSIS OF A CALL CENTER WITH SKILL-BASED ROUTING},
booktitle={Proceedings of the Second International Conference on e-Business - Volume 1: ICE-B, (ICETE 2007)},
year={2007},
pages={45-50},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0002111000450050},
isbn={978-989-8111-11-1},
}


in EndNote Style

TY - CONF
JO - Proceedings of the Second International Conference on e-Business - Volume 1: ICE-B, (ICETE 2007)
TI - APPROXIMATE ANALYSIS OF A CALL CENTER WITH SKILL-BASED ROUTING
SN - 978-989-8111-11-1
AU - Geun Park C.
AU - Hwan Han D.
PY - 2007
SP - 45
EP - 50
DO - 10.5220/0002111000450050