Call for Paper - June 2019 Edition
IJCA solicits original research papers for the June 2019 Edition. Last date of manuscript submission is May 20, 2019. Read More

Analysis of Call Routing Rules for Improving Call Centre Operations in Nigeria

Print
PDF
International Journal of Computer Applications
Foundation of Computer Science (FCS), NY, USA
Year of Publication: 2017
Authors:
Babalola Gbemisola O., Oguntimilehin Abiodun, Odejayi Adeniyi
10.5120/ijca2017915445

Babalola Gbemisola O., Oguntimilehin Abiodun and Odejayi Adeniyi. Analysis of Call Routing Rules for Improving Call Centre Operations in Nigeria. International Journal of Computer Applications 175(5):9-17, October 2017. BibTeX

@article{10.5120/ijca2017915445,
	author = {Babalola Gbemisola O. and Oguntimilehin Abiodun and Odejayi Adeniyi},
	title = {Analysis of Call Routing Rules for Improving Call Centre Operations in Nigeria},
	journal = {International Journal of Computer Applications},
	issue_date = {October 2017},
	volume = {175},
	number = {5},
	month = {Oct},
	year = {2017},
	issn = {0975-8887},
	pages = {9-17},
	numpages = {9},
	url = {http://www.ijcaonline.org/archives/volume175/number5/28483-2017915445},
	doi = {10.5120/ijca2017915445},
	publisher = {Foundation of Computer Science (FCS), NY, USA},
	address = {New York, USA}
}

Abstract

Routing rules plays a very important role in the services offered by call centres in a competitive environment. For example, a call centre whose priority is to reduce overall mean time to service completion, one might think it best to route calls to agents who can handle it the fastest sometimes even holding a call in queue to wait for that agent to free up rather than routing it to a slower agent. However, this rule does not account for the increase in congestion resulting from repeated phone calls associated with unresolved issues. On the other hand, for a call centre that is primarily focused on call resolution, it seems optimal to route each call type to the agent who can handle it the best, thus holding that call in queue even if other agents are idle and/or become available earlier. However, in an environment where there is significant variability across different agents’ resolution probabilities. Routing rules that are based solely on these rates are likely to lead to long queues.

This work attempts to determine whether average handling time and call resolution rate are true determinants of operational success of a call centre to reduce waiting queue. It also aim at examining whether emphasis should be on reducing handling time or effective call resolution including the trade-offs between these two criteria. The result emphasizes the trade-offs between Average Speed of Answer (ASA) and Call Resolution (CR) rates and also shows that neither waiting-time nor resolution oriented rules are superior to each other; it is subjectively dependent on the value the call centre places on either of the rule..

References

  1. Armony .M 2005, Dynamic routing in large-scale service systems with heterogeneous servers. Queueing Systems, 51(3-4):287–329.
  2. Francis de V´ericourt and Yong-Pin Zhou. 2005. A routing problem for call centers with customer callbacks after service failure. Operations Research, 53(6):968–981.
  3. Brizola, N. , S. W. Costa, T. A. Pazeto, and P. J. F. Freitas. 2001. Planejamento de Capacidade de Call Center. In : ICIE, Flo-rianópolis.
  4. Buist E. and L’Ecuyer P. 2005. A java library for simulating contact centres. In Proceedings of the 2005 Winter Simulation Conference, pages 556–565, Orlando, Florida, USA.
  5. Gans, N., Koole, G., & Mandelbaum, A. 2003. Telephone call centers: Tutorial, review, and research prospects. Manufacturing & Service Operations Management , 5(2):79-141.
  6. Ryder .G. 2009. Routing to Develop Expertise in Customer Contact Centres. PhD thesis, University of California, Santa Cruz.
  7. Mehrotra .V, Ross .K, Ryder .G and Zhou .Y 2009. Routing to Manage Resolution and Waiting Time in Call Centers with Heterogeneous Servers.
  8. Lawrence Brown, Noah Gans, Avishai Mandelbaum, Anat Sakov, Haipeng Shen, Sergey Zeltyn, and Linda ZHAO. 2005. Statistical Analysis of a Telephone Call Center: Journal of the American Statistical Association. Vol. 100, No. 469, Applications and Case Studies DOI 10.1198/016214504000001808
  9. Luiz Augusto G. Franzese, Marcelo Moretti Fioroni Rui Carlos Botter Paulo José de Freitas Filho. 2009. Comparison of call center models. Proceedings of the 2009 Winter Simulation Conference
  10. Marco Aurélio Carino Bouzada. 2009.Journal of Operations and Supply Chain Management 2 (2), pp 34 - 46, C International Conference of the Production and Operations Management Society
  11. J´ul´ıus Atlason, Marina A. Epelman, Shane G. Henderson. 2005. Optimizing Call Center Staffing Using Simulation and Analytic Center Cutting-Plane Methods.
  12. Pierre L’Ecuyer. Modeling and optimization problems in contact centers. 2006. Proceedings of the Third International Conference on the Quantitative Evaluation of Systems - (QEST’06), pages 145–154.

Keywords

Call Centre, Routing rule, Call Centre, Simulation Analysis.