USF Scholarship: a digital repository @ Gleeson Library | Geschke Center
Abstract
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
