Performance analysis of the Outbound Call Management system

Sarraf, Mohsen

doi:10.1109/infcom.1989.101477

Cited by 4 publications

(4 citation statements)

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“…References [10][11] contain a good analysis of the predictive dialing systems. A mathematical procedure was developed by Sarraf [10] for maximizing the number of launched calls.…”

Section: State Of the Artmentioning

confidence: 99%

“…A mathematical procedure was developed by Sarraf [10] for maximizing the number of launched calls. This procedure has to be iterated at each time slot to determine the number of calls that can be launched.…”

Section: State Of the Artmentioning

confidence: 99%

“…When call is successfully delivered it is called a hit [10]. The number of launched calls should depend on the probability of answer (also called Hit Rate) [10].…”

Section: A Technical Parameters Of Predictive Dialing Systemsmentioning

confidence: 99%

“…Equation 10 gives T max as the number of available agents (N) times the desired occupation rate (also called utilization factor) [13]. Clearly, we must have AO < 1, namely:…”

Section: ) Optimization Of Agent's Occupation Ratementioning

confidence: 99%

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Optimization of a Predictive Dialing Algorithm

Fourati¹,

Tabbane²

2010

2010 Sixth Advanced International Conference on Telecommunications

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Most of enterprises rely on the outbound call centers which play a very important role in CustomerRelationship Management (CRM) and marketing. Outbound Calls centers that employ predictive dialing system obtain greater productivity and higher service levels by dynamically generating outbound traffic. An algorithm is proposed to provide a trade-off between outbound dialing rate and agent occupation in order to minimize customer's waiting time in the queue. In this paper, we optimize the performance of the presented algorithm. The proposed system uses an analytical method for determining the frequency of calls generation. Evaluations are conducted by means of simulations. We also developed a continuous-time Markov chain (CTMC) to illustrate the system's performances according to some key parameters.

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“…References [10][11] contain a good analysis of the predictive dialing systems. A mathematical procedure was developed by Sarraf [10] for maximizing the number of launched calls.…”

Section: State Of the Artmentioning

confidence: 99%

Section: State Of the Artmentioning

confidence: 99%

“…When call is successfully delivered it is called a hit [10]. The number of launched calls should depend on the probability of answer (also called Hit Rate) [10].…”

Section: A Technical Parameters Of Predictive Dialing Systemsmentioning

confidence: 99%

“…Equation 10 gives T max as the number of available agents (N) times the desired occupation rate (also called utilization factor) [13]. Clearly, we must have AO < 1, namely:…”

Section: ) Optimization Of Agent's Occupation Ratementioning

confidence: 99%

See 2 more Smart Citations