Predictive Dialing for Outbound Telephone Call Centers

@article{Samuelson1999PredictiveDF,
  title={Predictive Dialing for Outbound Telephone Call Centers},
  author={Douglas A. Samuelson},
  journal={Interfaces},
  year={1999},
  volume={29},
  pages={66-81}
}
In the late 1980s, I used queuing and simulation to invent predictive dialing, a method to determine when computer-directed outbound telephone dialing systems should dial. I included a real-time estimation updating feature that was highly robust against sudden changes in the system's operating environment; thorough validation to ensure that the models tracked all important features of the real systems; and a modular software design that allowed "plug-in" replacement of the control software… 

Figures and Topics from this paper

Using simulation to predict market behavior for outbound call centers
TLDR
This paper intends to show how simulation models can be used as a predictive tool to forecast the outbound call center behavior aiming to build up a predictive dialer.
Optimization of a Predictive Dialing Algorithm
  • S. Fourati, S. Tabbane
  • Computer Science
    2010 Sixth Advanced International Conference on Telecommunications
  • 2010
TLDR
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 and develops a continuous-time Markov chain (CTMC) to illustrate the system's performances according to some key parameters.
Telephone Call Centers: Tutorial, Review, and Research Prospects
TLDR
This work begins with a tutorial on how call centers function and proceed to survey academic research devoted to the management of their operations, which identifies important problems that have not been addressed and identifies promising directions for future research.
Improving Right Party Contact Rates at Outbound Call Centers
Consumer delinquencies are a major problem for banks and other credit card issuers. These firms have collection centers across the country to collect outstanding balances from delinquent accounts.
Telephone Call Centers : a Tutorial and Literature Review
Telephone call centers are an integral part of many businesses, and their economic role is significant and growing. They are also fascinating socio-technical systems in which the behavior of
Call Center Management
A call center is an organization where agents of a company talk on the telephone to customers or potential customers. Call centers are a large global industry that relies heavily on operations
Queueing Models of Call Centers: An Introduction
TLDR
The present document is an abridged version of a survey that can be downloaded from www.cs.vu.nl/obp/callcenters and ie.technion.il/∼serveng.
Markov chain models of a telephone call center with call blending
TLDR
This work presents a collection of continuous-time Markov chain (CTMC) models which capture many real-world characteristics while maintaining parsimony that results in fast computation and discusses and explores the tradeoffs between model fidelity and efficacy.
A Logarithmic Safety Staffing Rule for Contact Centers with Call Blending
We consider large contact centers that handle two types of jobs – inbound and outbound – simultaneously, a process commonly referred to as call blending. Inbound work arrives to the system according
Call center simulations: call center simulation modeling: methods, challenges, and opportunities
TLDR
This tutorial will provide an overview of call center simulation models, highlighting typical inputs and data sources, modeling challenges, and key model outputs, and present an interesting "real-world" example of effective use of call centre simulation.
...
1
2
3
4
...

References

SHOWING 1-5 OF 5 REFERENCES
Scheduling, Routing, and Flow Control in Stochastic Networks
TLDR
This work emphasizes the use of induction on a sequence of successive approximations of the optimal value function (value iteration) to establish the form of optimal control policies.
Markov Decision Processes: Discrete Stochastic Dynamic Programming
  • M. Puterman
  • Mathematics, Computer Science
    Wiley Series in Probability and Statistics
  • 1994
TLDR
Markov Decision Processes covers recent research advances in such areas as countable state space models with average reward criterion, constrained models, and models with risk sensitive optimality criteria, and explores several topics that have received little or no attention in other books.
Anticipatory dialing: The competitive edge,
  • Journal of the American Telemarketing Association,
  • 1989
System for regulating arrivals of customers to servers,
  • US Patent No. 4,858,120,
  • 1989
Measuring outbound calling system performance,
  • Telemarketing, Vol. 7,
  • 1988