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RESEARCH PRODUCT

Multi-Skill Call Center as a Grading from “Old” Telephony

subject

description

We explore parallels between the older telephony switches and the multi-skill call centers. The numerical results have shown that a call center with equally distributed skills is preferable compared to traditional grading-type design. The annex contains a short version of mathematical proof on limited availability schemes design for small call flow intensity *** and for large *** . The proof explores one excellent V. Benes' paper (from Bell Labs). On its own merit, the annex could initiate new mathematical research in call center area, more by now the powerful software for numerical analysis is available. Main conclusion is the following: numerical analysis of simple multi-skill call centers propose a new principle for call center design, namely: from throughput point of view a multi-skill call center with equally distributed skills is preferable compared to traditional grading-type design.