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• W2149263532 abstract "Call centers usually handle several types of calls. To do so effectively, agents are given special training. However, it is often not 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. Call centers are equipped with automatic call distributors to assign calls to appropriate agents, i.e., to perform skill-based routing (SBR). However, it is challenging to do skill-based routing well. Moreover, it is challenging to determine the staff requirements in an SBR call center. This paper addresses these problems. The main idea is to seek simplification through resource pooling, i.e., the notion that with (i) only a limited amount of cross training (e.g., perhaps even when agents have at most two skills)and (ii) a reasonable scheduling policy, the call center performance may be nearly the same as if all agents had all skills (and scheduling was not an issue at all). First, simulation experiments within a particular SBR framework show that resource pooling indeed occurs. Second, resource pooling is exploited to develop an effective algorithm to generate staffing requirements. The staffing algorithm exploits the classical Erlang model to determine an initial estimate for the total staff needed in the call center. Motivated by heavy-traffic stochastic-process limits, a square-root formula is then applied to determine initial primaryskill requirements within the estimated total staff. Then a fair-assignment scheme is developed to allocate additional skills. Finally, simulations are performed in order to make improvements in the initial assignment, in order to make the total staff requirements as small as possible, while ensuring that all performance requirements are met. Simulation experiments show that the overall procedure can be remarkably effective: The required staff with limited cross training in a reasonable SBR framework can be nearly the same as if all agents had all skills. Subject classifications: Queues, applications: resource pooling in call centers. Queues, algorithms: staffing in call centers with skill-based routing. Queues, networks: Call centers with skill-based routing. Area of Review: Stochastic Models." @default.
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• W2149263532 date "2004-01-01" @default.
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• W2149263532 title "RESOURCE POOLING AND STAFFING IN CALL CENTERS WITH SKILL-BASED ROUTING" @default.
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