서비스 산업의 콜 센터 라우팅 룰의 수익성 평가 방법 및 가치 기반 라우팅의 적용 예제

Abstract

This paper presents a methodology of evaluating call routing rules in call centers using simulation. The proposed methodology enables the call centers to reduce trial and error costs from applying different routing rules. Additionally, a Value Based Routing (VBR) has been evaluated with the proposed methodology in terms of profit, and finally compared it with a Homogeneous Routing (HR).