Paper Info
Title
Optimizing Call Center Staffing Using Simulation and Analytic Center Cutting-Plane Methods
Abstract
We consider the problem of minimizing staffing costs in an inbound call center, while maintaining an acceptable level of service in multiple time periods. The problem is complicated by the fact that staffing level in one time period can affect the service levels in subsequent periods. Moreover, staff schedules typically take the form of shifts covering several periods. Interactions between staffing levels in different time periods, as well as the impact of shift requirements on the staffing levels and cost, should be considered in the planning. Traditional staffing methods based on stationary queueing formulas do not take this into account. We present a simulation-based analytic center cutting-plane method to solve a sample average approximation of the problem. We establish convergence of the method when the service-level functions are discrete pseudoconcave. An extensive numerical study of a moderately large call center shows that the method is robust and, in most of the test cases, outperforms traditional staffing heuristics that are based on analytical queueing methods.
Year
DOI
Venue
2008
10.1287/mnsc.1070.0774
Management Science
Keywords
Field
DocType
analytical queueing method,inbound call center,traditional staffing method,optimizing call center staffing,traditional staffing heuristics,simulation-based analytic center cutting-plane,analytic center cutting-plane methods,different time period,staffing cost,multiple time period,staffing level,large call center,service level,cutting plane method,level of service
Cutting-plane method,Mathematical optimization,Service level,Staffing,Level of service,Computer science,Operations research,Schedule,Heuristics,Queueing theory,Test case
Journal
Volume
Issue
ISSN
54
2
0025-1909
Citations 
PageRank 
References 
49
3.03
19
Authors
3
Name
Order
Citations
PageRank
Júlíus Atlason11147.92
Marina A. Epelman220918.62
Shane G. Henderson3868120.87