Insights Into Skill Based Routing
Insights into Skill Based Routing
Jignesh Chaudhari1,Yuvrajsinh Tank1, Sanjay Oza2 , Hardik Joshi1
1. Department of Computer Science, Rollwala Computer Centre, Gujarat University, Ahmedabad-380009
2. Elitecore Technologies Pvt. Ltd, Ahmedabad-380006
Email:jignesh.chaudhari86@gmail.com
Abstract- This survey paper will give insights on skill based routing, its basic components and of SBR in call centre environment. We have also discussed some of the proposed refinements in SBR to improve workforce management and call handling efficiency of Call Centre.
Keywords: Skill based Routing, Queuing, Call Overflow, Multi-skill call centre, Automatic Call Distributor (ACD), Interactive Voice Response implementation(IVR), Resource pooling, Call blending.
1. INTRODUCTION
1.1 What is Call Centre?
As per Sandjai Bhulai [1], a Call Centre is collection of resources providing a telephone interface between service provider and customer. The resource consists of agents and information and communication technology (ICT) equipment.
There are two types of Call Centre:
1) Outbound: Agents initiates the call to customer, offering some kind of service.
2) Inbound: Customers initiates the call to Call Centre, asking some kind of service. [2]
Outbound Call-centres are easy to manage because call flow is under control and incoming requirements are also predictable. While in Inbound Call Centres, input data cannot be anticipated which leads to complexity in workforce management.
All Call centres have some common attributes, like queuing of calls before processing. [2]
1.2 Multi-skill Call Centre: Inbound Call Centres have to deal with several types of call. Each incoming call requires an agent with specific skill. This leads to necessity of having agents with different skill (i.e. Multi-skilled) [1] It is impractical and unprofitable to have agents, capable of handling all type of calls. Usually agents tend to have different types of skill in different combination. It is
Jignesh Chaudhari1,Yuvrajsinh Tank1, Sanjay Oza2 , Hardik Joshi1
1. Department of Computer Science, Rollwala Computer Centre, Gujarat University, Ahmedabad-380009
2. Elitecore Technologies Pvt. Ltd, Ahmedabad-380006
Email:jignesh.chaudhari86@gmail.com
Abstract- This survey paper will give insights on skill based routing, its basic components and of SBR in call centre environment. We have also discussed some of the proposed refinements in SBR to improve workforce management and call handling efficiency of Call Centre.
Keywords: Skill based Routing, Queuing, Call Overflow, Multi-skill call centre, Automatic Call Distributor (ACD), Interactive Voice Response implementation(IVR), Resource pooling, Call blending.
1. INTRODUCTION
1.1 What is Call Centre?
As per Sandjai Bhulai [1], a Call Centre is collection of resources providing a telephone interface between service provider and customer. The resource consists of agents and information and communication technology (ICT) equipment.
There are two types of Call Centre:
1) Outbound: Agents initiates the call to customer, offering some kind of service.
2) Inbound: Customers initiates the call to Call Centre, asking some kind of service. [2]
Outbound Call-centres are easy to manage because call flow is under control and incoming requirements are also predictable. While in Inbound Call Centres, input data cannot be anticipated which leads to complexity in workforce management.
All Call centres have some common attributes, like queuing of calls before processing. [2]
1.2 Multi-skill Call Centre: Inbound Call Centres have to deal with several types of call. Each incoming call requires an agent with specific skill. This leads to necessity of having agents with different skill (i.e. Multi-skilled) [1] It is impractical and unprofitable to have agents, capable of handling all type of calls. Usually agents tend to have different types of skill in different combination. It is
References: [1] Sandjai Bhulai, Dynamic Routing Policies For Multiskill Call Centres, Cambridge Journals, Probability in the Engineering and Informational Sciences, Volume 23, Issue 1 [2009] [2] Stefano Armenia; Alessandro Pietro Saullo; Habib Sedehi, Dynamic Skill Based Routing: a System Dynamics approach to a Policy Definition in Call Centre Management, System Dynamics Italian Chapter [2006] [3] Rodney B. Wallace, Ward Whitt, A Staffing Algorithm for Call Centres with Skill-Based Routing, MSOM Fall 2005 vol. 7 no. 4 276-294 [2005] [4]http://www.billingdictionary.com/billing_dictionary_automatic_call_distribution_definition.html [5] Dave Brown, Support Centre, The Professional Journal, Volume 25, Number 2, [2000] [6] Ger Koole,Avishai Mandelbaum, Queueing Models of Call Centers An Introduction, Annals of Operations Research, Volume 113, Issue 1-4, pp 41-59 [July-2002] [7] Sandjai Bhulai, Ger Koole, A Queueing model for call blending in call centres, Automatic Control, IEEE Transactions on, Volume 48, Issue 8, [2003] [8] Itai Gurvich, Ohad Perry, Overflow Networks Approximations and Implications to Call-Center Outsourcing, INFORMS Journals, Operations Research, vol. 60 no. 4,[ 996-1009, July-Aug 2012]