Call Centre Optimization Based on Personalized Requests Distribution

The paper is devoted to the assignment problem in the framework of optimizing the call centre work based on a scheduling theory online model. A multi-criteria problem is considered, which includes not only formal theoretical indicators of the obtained schedules (average delay), but also taking into account the human factor (client satisfaction and operator fatigue). The paper proposes a new approach and DCSF algorithm (Deadline, Compatibility, and Safe Factor) for optimizing assignment within the call centre. An important feature of this work is the algorithm personalization, achieved by taking into account the individual customers and operators parameters. The paper also uses the concept of calculating deadlines based on the client’s readiness to wait and the concept of taking into account the safety factor. These approaches are used for the first time to manage the call centre work.