Heterogeneous Hybrid Routing Rule for Call Centre Management using Multi-Agent Approach

  • Sophia Mughele Delta State School of Marine Technology Burutu PMB 1060 Warri
Keywords: Call Centre, Call resolution, wait- time, Call Routing

Abstract

This paper proposes a robust heterogeneous hybrid routing rule for minimizing call waiting times and maximizing call resolutions for effective call centre management and performance using multi-agent approach. The outcome of this study will allay the worries of customers spending more time on call queues and also having call issues promptly resolved. It tends to improve operational performance in call centre, increase customer satisfaction and brand loyalty by optimally improving two call performance indicators- low Average Speed to Answer (ASA) and high Call Resolution (CR) rate

Published
2020-09-07
How to Cite
Mughele, S. (2020). Heterogeneous Hybrid Routing Rule for Call Centre Management using Multi-Agent Approach. University of Sindh Journal of Information and Communication Technology , 4(2), 58 - 66. Retrieved from https://sujo.usindh.edu.pk/index.php/USJICT/article/view/1382