By Topic

A queueing model for call blending in call centers

Sign In

Full text access may be available.

To access full text, please use your member or institutional sign in.

Formats Non-Member Member
$31 $13
Learn how you can qualify for the best price for this item!
Become an IEEE Member or Subscribe to
IEEE Xplore for exclusive pricing!
close button

puzzle piece

IEEE membership options for an individual and IEEE Xplore subscriptions for an organization offer the most affordable access to essential journal articles, conference papers, standards, eBooks, and eLearning courses.

Learn more about:

IEEE membership

IEEE Xplore subscriptions

2 Author(s)
Bhulai, S. ; Lucent Technol. Bell Labs., Murray Hill, NJ, USA ; Koole, G.

Call centers that apply call blending obtain high-productivity and high-service levels by dynamically mixing inbound and outbound traffic. We show that agents should be assigned to outbound calls if the number of available agents exceeds a certain threshold. This control policy is optimal for equal service time distributions and a very good approximation otherwise.

Published in:

Automatic Control, IEEE Transactions on  (Volume:48 ,  Issue: 8 )