The article presents a simulation study of performance-based call routing strategies using a variety of routing rules based on historic data such as average handling time and first call resolution rate. We demonstrate the relative benefits of various performance-based call routing strategies using actual data from a financial call center. In particular, our modeling results indicate that call routing based on adjusted average handle time (AAHT) and z-scores of AAHT are two strategies that can substantially improve overall call center performance and customer satisfaction.
Stanley, J., Saltzman, R., Mehrotra, V. (2008). Improving Call Center Operations Using Performance-Based Routing Strategies. California Journal of Operations Management, 6(1), 24-32.