Hybridized Optimization Framework for Routing Calls in Call Centres

The major challenges in a call centre with respect to customer satisfaction has to do with waiting time on the queue for long period of time before they are attended to. Beyond the problem of queue is the nature of the service itself, the effective resolution of the customer issues. The major challenge there is to determine a routing rule that can reduce waiting time and as well enhance call resolution rates. In this study, we conducted simulation analysis using Java simulation library on seven routing rules, four for waiting time and three on call resolution (CR) rate oriented routing rules, in a bid to determine the optimal rule. The data used for the simulation was collected from a call centre of a telecommunications outfit in Nigeria. The result from the simulation gave the optimal rules for waiting time and CR rate routing rule. A hybrid framework was developed from the outcome of the simulation result. The proposed routing rule will be able to achieve low wait-time and enhanced call resolution, this will improve and optimize call centre operations as well as increase customer’s satisfaction and brand loyalty.

@article{Sophia2018,
  title     = {Hybridized Optimization Framework for Routing Calls in Call Centres},
  journal   = {International Journal of Advanced Computer Science and Applications},
  volume    = {9},
  number    = {1},
  year      = {2018},
  publisher = {The Science and Information Organization},
  author    = {Mughele Ese Sophia and Stella Chiemeke and Konyeha Susan and Kingsley Ukaoha},
  doi       = {10.14569/SpecialIssue.2018.0901136},
  url       = {https://doi.org/10.14569/SpecialIssue.2018.0901136}
}