Skill-based routing problem in Emergency Call Centers: toward an improvement of response time - IMT Mines Albi-Carmaux Access content directly
Conference Papers Year : 2018

Skill-based routing problem in Emergency Call Centers: toward an improvement of response time

Eva Petitdemange
Franck Fontanili
Elyes Lamine
Matthieu Lauras

Abstract

Emergency Call Centers (ECCs) have now to manage different streams of calls (vital emergencies, general medicine regulations…). To do so, ECCs use different workforce organizations based on dedicated or polyvalent skills on one hand, and based on different management rules for waiting queues of incoming calls. The purpose of this paper is to objectively study these different approaches in terms of waiting time and quality of service. Using a Discrete Event Simulation model, we demonstrated the clear benefits of merging queuing lines and developing multi-skilled human resources.
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Dates and versions

hal-01945328 , version 1 (05-12-2018)

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  • HAL Id : hal-01945328 , version 1

Cite

Eva Petitdemange, Franck Fontanili, Elyes Lamine, Matthieu Lauras. Skill-based routing problem in Emergency Call Centers: toward an improvement of response time. IWISH 2018 - 7th International Workshop on Innovative Simulation for Health Care, Sep 2018, Budapest, Hungary. p.43-51. ⟨hal-01945328⟩
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