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Improving Call Center Operations Using Performance-Based Routing

Directory : Faculty : Intellectual Contributions

Intellectual Contribution by Robert Saltzman

Contribution Title

Improving Call Center Operations Using Performance-Based Routing

Publication

California Journal of Operations Management

Co-author

Julie Stanley and Vijay Mehrotra

Year

2008

Description

The article presents a simulation study of performance-based call routing strategies using a variety of routing rules based on historic data such as average handling time and first call resolution rate. We demonstrate the relative benefits of various performance-based call routing strategies using actual data from a financial call center. In particular, our modeling results indicate that call routing based on adjusted average handle time (AAHT) and z-scores of AAHT are two strategies that can substantially improve overall call center performance and customer satisfaction.

Complete Citation

Stanley, J., Saltzman, R. M. and V. Mehrotra, "Improving Call Center Operations Using Performance-Based Routing Strategies," California Journal of Operations Management, Vol. 6, No. 1, pp. 24-32, Feb. 2008.

Website

See Faculty: Robert Saltzman

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