Abstract

We consider a call center model with m input flows and r pools of agents; the m-vector [lamda] of instantaneous arrival rates is allowed to be time dependent and to vary stochastically. Seeking to optimize the trade-off between personnel costs and abandonment penalties, we develop and illustrate a practical method for sizing the r agent pools. Using stochastic fluid models, this method reduces the staffing problem to a multidimensional newsvendor problem, which can be solved numerically by a combination of linear programming and Monte Carlo simulation. Numerical examples are presented, and in all cases the pool sizes derived by means of the proposed method are very close to optimal.

Authors
J. Richard Harrison and Assaf Zeevi
Format
Journal Article
Publication Date
Journal
Manufacturing and Service Operations Management

Full Citation

Harrison, J. Richard and Assaf Zeevi
. “A Method for Staffing Large Call Centers Based on Stochastic Fluid Models.”
Manufacturing and Service Operations Management
vol.
7
, (January 01, 2005):
20
-
36
.