Title: Transient Waiting Time Distributions and Optimal Call Allocation in Call Centres

Speaker: Hritika Gupta

Summary:
Many call centres are subject to service level agreements that stipulate that they must achieve targets such as that 90% of calls being answered within 20 seconds. In order to manage a centre so that targets like these are met, we need to have a method of calculating the waiting time distributions experienced by customers. In this presentation, we provide such a method for small call centres that employ skills-based routing. We also demonstrate the use of this method to find the optimal routing policy in a certain class of policies.

Biography:
Hritika is currently pursuing a PhD in Science at The University of Melbourne and OPTIMA, with a focus on optimising call allocation in call centers using advanced statistical methods. She holds a Master’s in Mathematics and Statistics and a Bachelor’s in Statistics (Honors) from the University of Melbourne and the University of Delhi respectively.

Hritika’s project titled “Optimal call allocation in call centre” addresses the problem that call centres face in reference to staffing and incoming call allocation. Generally they use prediction models but despite their best efforts, because there are so many variables involved, they still face problems with their staffing i.e. sometimes they are understaffed and sometimes overstaffed. Hritika is working towards a method which focuses on the allocation method of the calls. Hritika has found a way to do this among a class of policies, these are described in her papers on arXiv: https://arxiv.org/abs/2312.03941, https://arxiv.org/abs/2403.16399. She is currently working on finding the general policy and comparing that with her existing results.

MEETING ID: 873 1557 5255; PASSWORD: 778635

WED 29 MAY 2024 16:00-17:00 (AEST, Melbourne Time)