Claudio Lucio - Academia.edu (original) (raw)
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Papers by Claudio Lucio
Many inbound call centers offer free calls for their clients. Routing calls has an important role... more Many inbound call centers offer free calls for their clients. Routing calls has an important role in call center costs, be-cause it affects costs caused by customers and staff. Call center managers are challenged to settle how to use customer and service representatives information to decide which calls should be handled by which type of service representatives. Routing policies must provide an efficient match to customer calls to service representatives, and the policies are con-strained by performance indicators which affect customer waiting and service time. This work investigates routing policies which could reduce call costs in toll-free services without making changes in other cost components and op-erational indicators. This work uses a call center multiagent based simulation model to test call routing policies. The multiagent based model deals with customer and service rep behaviors and provides the opportunity to comprehend call center operation problems and challenges. Exp...
Many inbound call centers offer free calls for their clients. Routing calls has an important role... more Many inbound call centers offer free calls for their clients. Routing calls has an important role in call center costs, be-cause it affects costs caused by customers and staff. Call center managers are challenged to settle how to use customer and service representatives information to decide which calls should be handled by which type of service representatives. Routing policies must provide an efficient match to customer calls to service representatives, and the policies are con-strained by performance indicators which affect customer waiting and service time. This work investigates routing policies which could reduce call costs in toll-free services without making changes in other cost components and op-erational indicators. This work uses a call center multiagent based simulation model to test call routing policies. The multiagent based model deals with customer and service rep behaviors and provides the opportunity to comprehend call center operation problems and challenges. Exp...