Two issues in setting call centre staffing levels

Two issues in setting call centre staffing levels

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Article ID: iaor2003105
Country: Netherlands
Volume: 108
Issue: 1
Start Page Number: 175
End Page Number: 192
Publication Date: Nov 2001
Journal: Annals of Operations Research
Authors: ,
Keywords: queues: applications
Abstract:

Motivated by a problem facing the Police Communication Centre in Auckland, New Zealand, we consider the setting of staffing levels in a call center with priority customers. The choice of staffing level over any particular time period (e.g., Monday from 8 am–9 am) relies on accurate arrival rate information. The usual method for identifying the arrival rate based on historical data can, in some cases, lead to considerable errors in performance estimates for a given staffing level. We explain why, identify three potential causes of the difficulty, and describe a method for detecting and addressing such a problem.

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