Exploring Mathematical Models to Improve Routing Protocol for Call Centre

Customers usually experience queue often times when they call a call center to meet their information need or make an inquiry. The queue experienced by customers at call centres can be alarming often times. Many customers are irritated by the long time spent on the queue before their calls are been answered. Call center agents are trained to handle all entry calls to a call centre but are they characterized with different performance level for the call in terms of average call handling time (AHT) and call resolution (CR). The main purpose of this paper is to evaluate the performance of hybridized routing rule Hybrid Heterogeneous call Routing Rule (HHCRR) proposed by (Mughele et al, 2017b). The method adopted is mathematical techniques by assuming 15 working hours of the day and subjected the period of time assumed into the equation. Since the proposed hybrid rule is designed to optimize, the study determined the viability of the rule by testing the hybrid rule mathematically. The result from the mathematical techniques deployed shows minimization of wait-time and maximization of call resolution hence optimization is achieved, validating the hybrid rule to be implementable.