Article2005

A Method for Staffing Large Call Centers Based on Stochastic Fluid Models

158 citations0/0 files storedManufacturing & Service Operations Management

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Advanced Queuing Theory Analysis Supply Chain and Inventory Management Healthcare Operations and Scheduling Optimization

Abstract

We consider a call center model with m input flows and r pools of agents; the m-vector λ 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.

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References

2003Telephone Call Centers: Tutorial, Review, and Research Prospects 2003Monte Carlo Sampling Methods 1981Heavy-Traffic Limits for Queues with Many Exponential Servers 2002Designing a Call Center with Impatient Customers 2003Commissioned Paper: Capacity Management, Investment, and Hedging: Review and Recent Developments 2004Dimensioning Large Call Centers 1991The Pointwise Stationary Approximation for Queues with Nonstationary Arrivals 1998Strong approximations for Markovian service networks

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2015Staffing and scheduling under nonstationary demand for service: A literature review 2006Staffing a Call Center with Uncertain Arrival Rate and Absenteeism 2006Design and Control of a Large Call Center: Asymptotic Analysis of an LP-Based Method 2009Staffing Many-Server Queues with Impatient Customers: Constraint Satisfaction in Call Centers 2011Forecasting emergency medical service call arrival rates 2015

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