IE interfaces (산업공학)

Korean Institute of Industrial Engineers (대한산업공학회)
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Evaluation of Call Routing Rules in Call Centers Using Simulation and its Application of Value Based Routing

서비스 산업의 콜 센터 라우팅 룰의 수익성 평가 방법 및 가치 기반 라우팅의 적용 예제

  • Kong, Joo-Hoe (Department of Industrial and System Engineering, KAIST) ;
  • Choi, Byung-Kyu (Department of Industrial and System Engineering, KAIST)
  • 공주회 (카이스트 산업 및 시스템 공학과) ;
  • 최병규 (카이스트 산업 및 시스템 공학과)
  • Received : 2008.02.11
  • Accepted : 2008.12.17
  • Published : 2009.03.01
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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

References

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