Title: Bilingual Server Call Centres

organizations in countries with two language groups (or in an environment where English is the recognized "second" language for international visitors) are required to provide service in two languages. This talk considers a call centre for an organization serving two language groups. All agents are able to serve the majority language customer pool, whereas only a subset (the bilingual agents) are capable of serving the minority language group. This paradigm also can be used to model situations in which customers have either very simple service requirements or more complicated ones that only a subset of servers can provide. A particular but rather common call centre setup for the two agent groups is presented. Following this, a matrix geometric solution for the resulting queueing system is presented. Results for the queue length and delay distributions are derived, and these are illustrated through a set of numerical examples.