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.
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