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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
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