Synergistic modeling of call center operations

Synergistic modeling of call center operations

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Article ID: iaor200971959
Country: United States
Volume: 2006
Issue: 53928
Start Page Number: 1
End Page Number: 13
Publication Date: Jan 2006
Journal: Journal of Applied Mathematics & Decision Sciences
Authors: ,
Keywords: simulation: applications, programming: integer
Abstract:

We synergistically apply queueing theory, integer programming, and stochastic simulation to determine an optimal staffing policy for a repair call handling center. A stationary Markovian queueing model is employed to determine minimal staffing levels for a sequence of time intervals with varying call volumes and mean handling times. These staffing requirements populate an integer program model for determining the mix of call agent shifts that will achieve service quality standards at minimum cost. Since the analytical modeling requires simplifying assumptions, expected performance of the optimal staffing policy is evaluated using stochastic simulation. Computational efficiency of the simulation is improved dramatically by employing the queueing model to generate an analytic control variate.

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