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

  • Conference paper
Smart Spaces and Next Generation Wired/Wireless Networking (ruSMART 2009, NEW2AN 2009)

Part of the book series: Lecture Notes in Computer Science ((LNCCN,volume 5764))

Abstract

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 λ and for large λ. The proof explores one excellent V. Beneš’ 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.

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Author information

Authors and Affiliations

  1. Ventspils University College, Inzenieru st, 101, Ventspils, Latvia

    Manfred Schneps-Schneppe

  2. Institute of Mathematics and Computer Science, University of Latvia, Raina bulv 29, Riga, Latvia

    Janis Sedols

Authors
  1. Manfred Schneps-Schneppe
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  2. Janis Sedols
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Editor information

Editors and Affiliations

  1. Nokia Research Center, Itamerenkatu 11-13, 00180, Helsinki, Finland

    Sergey Balandin

  2. Department of Communications Engineering, Tampere University of Technology, Korkeakoulunkatu 10, 33720, Tampere, Finland

    Dmitri Moltchanov  & Yevgeni Koucheryavy  & 

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© 2009 Springer-Verlag Berlin Heidelberg

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Schneps-Schneppe, M., Sedols, J. (2009). Multi-Skill Call Center as a Grading from “Old” Telephony. In: Balandin, S., Moltchanov, D., Koucheryavy, Y. (eds) Smart Spaces and Next Generation Wired/Wireless Networking. ruSMART NEW2AN 2009 2009. Lecture Notes in Computer Science, vol 5764. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-04190-7_15

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  • DOI: https://doi.org/10.1007/978-3-642-04190-7_15

  • Publisher Name: Springer, Berlin, Heidelberg

  • Print ISBN: 978-3-642-04188-4

  • Online ISBN: 978-3-642-04190-7

  • eBook Packages: Computer ScienceComputer Science (R0)

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