CALL CENTERS (CENTRES) - Faculty of Industrial Engineering and ...

7. Hassler, K.W., C.C. Jones, J.E. Kohler and R.D. Nalbone. Revolutionizing DEFINITY(R) call
centers in the 1990s, AT&T Technical Journal, 1995, 64–73.
Abstract. The award-winning AT&T DEFINITY(R) G3 Expert Agent Selection (EAS) feature
has fundamentally changed the way in which call centers provide services for a variety of business
applications. The skills-matching concept of EAS simplifies the problem of meeting incoming
caller needs with trained call center agents. The Logical Agent part of EAS provides call center
agents with an incentive for advancement while also providing newfound flexibility in how they
perform their jobs. Both these EAS innovations are patented, with the skills-matching patent
winning the 1995 AT&T Patent Recognition Award. This paper describes how EAS improves
the efficiency of call centers, and discusses the implementation approach used to realize this
important new call center feature.
Keywords: DEFINITY call centers, AT&T, G3 expert agent selection, Business applications,
Logical agent, Skills-matching patent, PBX, Automatic call distribution
(Appears also in Section VIII.)
8. Klenke, M. ACDs get skills-based routing, Business Communications Review, 25 (7), 1995, 48–
51.
Abstract. The goal of automated call distributor (ACD) technology has always been to spread
incoming calls among call center agents so that each agent handled an equitable share of the
load and the caller had the best chance of being served quickly. Now, a new kind of thinking
skills-based routing has entered the call center arena. It takes ACDs one step further and ensures
that an incoming call is routed to the available agent whose skills are best matched to the
caller’s needs. Skills-based routing software works by linking call center agents with predefined
skills groups. The author discusses the identification of customer needs, defining agent skills,
and setting up a routing scheme which allows callers and agents to come together efficiently.
Keywords: ACD, Skills-based routing, Automated call distributor technology, Incoming calls,
Call center agents, Routing software, Skills groups, Customer needs, Agent skills
(Appears also in Section IV.)
9. Anupindi, R. and B.T. Smythe., Call centers and rapid technological change. Teaching note.
Operations Management, Managerial Economics and Decision Sciences, J.L. Kellogg Graduate
School of Management, Northwestern University, July 1, 1997.
Abstract. Call centers are an increasingly important link in the value chain for many firms.
From the earliest call centers of the Bell Telephone Company, the centers have evolved into
technically specialized points of contact with the customer. New types of technology now enable
firms to decrease costs, improve customer service and improve call center agents’ job satisfaction.
Although the results have been convincing, these benefits have not come without costs and complications.
The three key steps to minimizing these have proven to be choice among technologies,
implementation and measurement of success. By utilizing these steps, such firms as the Frost
National Bank have excelled in call center management. The future remains uncertain, however,
as new technologies continue to emerge and competition becomes ever fiercer. Call centers are
nevertheless an aspect of many firms that managers must not overlook as they seek competitive
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