Performance analysis of several call launching schemes in an outbound call 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 application 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 empirical scheme is first proposed and analyzed. The empirical scheme has the advantage of easy implementation. This paper continues to examine 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.