Abstract
We use parallels between the older telephone switches and the multi-skill call centers. We compare different call center routing policies at low and high call rates<i> λ</i>. By numerical results it is shown that a call center with equally distributed skills is preferable compared to traditional grading-type design. The strong proof is given by expansion of call loss probabilities in powers of <i>λ</i> and of 1/<i>λ, </i>respectively. The proof draws on one excellent V. Benesâs paper (from Bell Labs). The main conclusion leads to a new principle for call center design: from throughput point of view a multi-skill call center with equally distributed skills is preferable compared to traditional grading-type design.
Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callMore From: International Journal of Networks and Communications
Disclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
