A queueing model for call blending in call centers

A queueing model for call blending in call centers

Call centers that apply call blending obtain high-productivity and high-service levels by dynamically mixing inbound and outbound traffic. We show that agents should be assigned to outbound calls if the number of available agents exceeds a certain threshold. This control policy is optimal for equal...

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Veröffentlicht in:IEEE transactions on automatic control 2003-08, Vol.48 (8), p.1434-1438
Hauptverfasser: Bhulai, S., Koole, G.
Format: Artikel
Sprache:eng
Schlagworte:
Applied sciences
Approximation
Automatic control
Blending
Computer science
control theory
systems
Control theory. Systems
Delay
Exact sciences and technology
Mathematical analysis
Miscellaneous
Operational research and scientific management
Operational research. Management science
Optimal control
Optimization
Policies
Productivity
Queues
Queuing theory. Traffic theory
Thresholds
Throughput
Time factors
Traffic control
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Beschreibung
Zusammenfassung:Call centers that apply call blending obtain high-productivity and high-service levels by dynamically mixing inbound and outbound traffic. We show that agents should be assigned to outbound calls if the number of available agents exceeds a certain threshold. This control policy is optimal for equal service time distributions and a very good approximation otherwise.
ISSN:0018-9286
1558-2523
DOI:10.1109/TAC.2003.815038