Markov Models for Multi-Skill Call Centers

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 λ. 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 λ and of 1/λ, 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.