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

  title={A Method for Staffing Large Call Centers Based on Stochastic Fluid Models},
  author={J. Michael Harrison and Assaf J. Zeevi},
  journal={Manufacturing & Service Operations Management},
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 multi-dimensional newsvendor problem, which can be solved numerically by a… CONTINUE READING
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Dynamic routing in large call centers: Asymptotic analysis of an LP-based method

  • A. Bassamboo, J. M. Harrison, A. Zeevi
  • Working paper, Columbia University and Stanford…
  • 2004
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