Online scheduling policies for multiclass call centers with impatient customers

We consider a call center with two classes of impatient customers: premium and regular classes. Modeling our call center as a multiclass GI / GI / s + M queue, we focus on developing scheduling policies that satisfy a target ratio constraint on the abandonment probabilities of premium customers to regular ones. The problem is inspired by a real call center application in which we want to reach some predefined preference between customer classes for any workload condition. The motivation for this constraint comes from the difficulty of predicting in a quite satisfying way the workload. In such a case, the traditional routing problem formulation with differentiated service levels for different customer classes would be useless. For this new problem formulation, we propose two families of online scheduling policies: queue joining and call selection policies. The principle of our policies is that we adjust their routing rules by dynamically changing their parameters. We then evaluate the performance of these policies through a numerical study. The policies are characterized by simplicity and ease of implementation. © 2010 Elsevier B.V. All rights reserved.