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Evaluation of Call Routing Rules in Call Centers Using Simulation and its Application of Value Based Routing  

Kong, Joo-Hoe (Department of Industrial and System Engineering, KAIST)
Choi, Byung-Kyu (Department of Industrial and System Engineering, KAIST)
Publication Information
IE interfaces / v.22, no.1, 2009 , pp. 56-62 More about this Journal
Abstract
This paper presents a methodology of evaluating call routing rules in call centers using simulation. The proposed methodology enables the call centers to reduce trial and error costs from applying different routing rules. Additionally, a Value Based Routing (VBR) has been evaluated with the proposed methodology in terms of profit, and finally compared it with a Homogeneous Routing (HR).
Keywords
routing rules; simulation; profit; value based routing; call centers;
Citations & Related Records
Times Cited By KSCI : 1  (Citation Analysis)
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