Call Center Staffing: Service-Level Constraints and Index Priorities

DOI10.1287/OPRE.2016.1532MaRDI QIDQ5278282zbMATH OpenOpenAlexFDO

Authors Seung Bum Soh, Itai Gurvich

Publication date 13 July 2017

Published in Operations Research (Search for Journal in Brave)

Full work available at URL https://semanticscholar.org/paper/ad88b6bffef9f4ff34b319ab737cfe99f89a1b88

zbMATH Keywords

index rulesmulticlass queuesprioritiesservice-level differentiationstaffing

Mathematics Subject Classification ID

Queues and service in operations research (90B22) Stochastic programming (90C15)

Recommendations

• Call center outsourcing: coordinating staffing level and service quality
• Staffing and routing in a two-tier call centre
• Staffing to maximize profit for call centers with alternate service-level agreements
• Two issues in setting call centre staffing levels
• Optimal call center forecasting and staffing
• Locating and staffing service centers under service level constraints
• Flexible staffing for call centers with non-stationary arrival rates
• Call center staffing with simulation and cutting plane methods
• A staffing model for call center with customer patience variation

Cited in

(4)

• Call-Center Labor Cross-Training: It’s a Small World After All
• Service-level agreements in call centers: perils and prescriptions
• Scheduling to Differentiate Service in a Multiclass Service System
• Optimal capacity planning for cloud service providers with periodic, time-varying demand

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