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Adaptive threshold policies for multi-channel call centers

Author

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  • Benjamin Legros
  • Oualid Jouini
  • Ger Koole

Abstract

In the context of multi-channel call centers with inbound calls and emails, this article considers a threshold policy on the reservation of agents for the inbound calls. We study a general non-stationary model where calls arrive according to a non-homogeneous Poisson process. The optimization problem consists in maximizing the throughput of emails under a constraint on the waiting time of inbound calls. An efficient adaptive threshold policy is proposed that is easy to implement in the automatic call distributor. This scheduling policy is evaluated through a comparison with the optimal performance measures found in the case of a constant arrival rate and also with other intuitive adaptive threshold policies in the general non-stationary case.

Suggested Citation

  • Benjamin Legros & Oualid Jouini & Ger Koole, 2015. "Adaptive threshold policies for multi-channel call centers," IISE Transactions, Taylor & Francis Journals, vol. 47(4), pages 414-430, April.
    • Handle: RePEc:taf:uiiexx:v:47:y:2015:i:4:p:414-430
    DOI: 10.1080/0740817X.2014.928965
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    Cited by:

    1. Legros, Benjamin & Jouini, Oualid & Akşin, O. Zeynep & Koole, Ger, 2020. "Front-office multitasking between service encounters and back-office tasks," European Journal of Operational Research, Elsevier, vol. 287(3), pages 946-963.
    2. Siqiao Li & Ger Koole & Xiaolan Xie, 2020. "An adaptive priority policy for radiotherapy scheduling," Flexible Services and Manufacturing Journal, Springer, vol. 32(1), pages 154-180, March.
    3. Legros, Benjamin & Jouini, Oualid, 2019. "On the scheduling of operations in a chat contact center," European Journal of Operational Research, Elsevier, vol. 274(1), pages 303-316.
    4. Kraig Delana & Nicos Savva & Tolga Tezcan, 2021. "Proactive Customer Service: Operational Benefits and Economic Frictions," Manufacturing & Service Operations Management, INFORMS, vol. 23(1), pages 70-87, 1-2.

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