Title: Server-switching policy for call routing in a multiskill inbound call centre

Authors: Chandra Sen Mazumdar, N.R. Srinivasa Raghavan

Addresses: Satyam Computer Services Ltd., SID Block, IISc Campus, Bangalore – 560 012, India. ' Department of Management Studies, Indian Institute of Science, Bangalore – 560 012, India

Abstract: In this paper, we present a server-switching policy for the routing of calls to Customer Service Representatives (CSRs) in a multiskill inbound call centre utilising Skill-Based Routing (SBR). We have considered two types of scenarios in which a multiskill SBR call centre handling inbound calls can function: (a) with specialist agents only, and (b) with a mix of specialist and flexible agents. We have developed both these models and compared the rewards obtained from each of them. Our models and experimentations help in identifying practices that result in efficient usage of existing personnel in a call centre.

Keywords: skill-based routing; SBR; specialist agents; flexible agents; server switching; continuous time Markov chain; CTMC; generalised stochastic Petri nets; GSPN; call routing; multiskills; inbound call centres; customer service representatives.

DOI: 10.1504/IJSTM.2008.016809

International Journal of Services Technology and Management, 2008 Vol.9 No.1, pp.14 - 32

Published online: 24 Jan 2008 *

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