PERFORMANCE ANALYSIS OF SEVERAL CALL LAUNCHING SCHEMES IN AN OUTBOUNDCALL MANAGEMENT-SYSTEM

An outbound call management (OCM) system is used in launching calls to customers in a company or service center for the purpose or applicati on of, for example, bill processing. Preliminary study of OCM systems has been done in a few prior studies. This paper conducts performance analysis of several new call launching schemes for an OCM system. An e mpirical scheme is first proposed and analyzed. The empirical scheme h as the advantage of easy implementation. This paper continues to exami ne the performance of an optimal launching scheme via the technique of linear programming. To reduce the complexity, a suboptimal scheme is next proposed and analyzed. Through numerical examples, the empirical scheme is shown to perform only slightly worse than the optimal scheme , but better than the suboptimal scheme.