%0 Journal Article
%T Markov Models for Multi-Skill Call Centers
%J International Journal of Networks and Communications
%@ 2168-4944
%D 2012
%I 
%R 10.5923/j.ijnc.20120204.03
%X We use parallels between the older telephone switches and the multi-skill call centers. We compare different call center routing policies at low and high call rates ¦Ë. By numerical results it is shown that a call center with equally distributed skills is preferable compared to traditional grading-type design. The strong proof is given by expansion of call loss probabilities in powers of ¦Ë and of 1/¦Ë, respectively. The proof draws on one excellent V. Benes¡¯s paper (from Bell Labs). The main conclusion leads to a new principle for call center design: from throughput point of view a multi-skill call center with equally distributed skills is preferable compared to traditional grading-type design.
%K Call Center
%K Skill Based Routing
%K Teletraffic
%K Limited Availability
%K Asymptotic Expansion for Loss Probability
%U http://article.sapub.org/10.5923.j.ijnc.20120204.03.html