Performance Comparison of Call Routing Algorithms over Virtual Call Centres

Call routing is a vital technique required to achieve a functioning virtual call centre (VCC). Several algorithms have been proposed to support call routing for VCCs over the past few years. When proposing a new call routing algorithm, it is critical to determine its precise scope and evaluate it with accurate modelling of the underlying protocols and communication mechanisms. However, there has been comparatively little activity in the area of performance comparison of call routing algorithms for VCCs. This paper addresses this issue by developing a working virtual call centre model to act as a test bed for each routing algorithm. Three well-known call routing algorithms, namely JSQ, MED and GRR, have been considered in this study. Our simulation results show that the MED routing algorithm outperforms other call routing algorithms. Moreover, we identify a direct relationship between the different performances metrics used in the comparison.