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

Authors

  • Sophia Ese Mughele Delta State School of Marine Technology Burutu PMB 1060 Warri
  • Konyeha Susan

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

USJICT Volume-4 Issue-2 (July-2020).

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Published

2020-07-31

How to Cite

Mughele, S. E., & Konyeha Susan. (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

Issue

Vol. 4 No. 2 (2020): University of Sindh Journal of Information and Communication Technology (USJICT)

Section

Articles

License

University of Sindh Journal of Information and Communication Technology (USJICT) follows an Open Access Policy under Attribution-NonCommercial CC-BY-NC license. Researchers can copy and redistribute the material in any medium or format, for any purpose. Authors can self-archive publisher's version of the accepted article in digital repositories and archives. 

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