Mathematics of Call Blending in Call Centres

Abstract

In a call centre, one of the problems is to set the agents for the varying arrival rates. Call blending can give a solution in this case. An agent working on inbound calls and outbound calls seems more effective than an agent handling only inbound calls. The advantage is that it makes the scheduling of the agents easier; it is possible to use the same number of agents the whole day while the average productivity of the agents is increased. Call blending can be used to decrease the waiting time. Thus call blending offers a way to increase resource utilization in a call centre. The main objective in call blending is to maximize the productivity, and meet demands. In this paper we assume certain policy to be optimal for call blending.