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A Method for Staffing Large Call Centers Based on Stochastic Fluid Models
2005
Manufacturing & Service Operations Management
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Using stochastic fluid models, this method reduces the staffing problem to a multi-dimensional newsvendor problem, which can be solved numerically by a combination of linear programming and Monte Carlo ...
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. ...
The authors wish to thank Achal Bassamboo for his expert research assistance with the simulation studies, and Andy Carr for sharing his knowledge and insights on call center management. ...
doi:10.1287/msom.1040.0052
fatcat:3ri5xig3lrh3pacvbx5rqu2m6a
Fluid approximation of a call center model with redials and reconnects
2015
Performance evaluation (Print)
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Fluid models for call centers have been extensively studied. ...
We focus on the case of large call centers that operate under heavy load. ...
Based on the results in
Conclusion In this paper, we investigate staffing of call centers with redials and reconnects. We consider call centers that operate under heavy load. ...
doi:10.1016/j.peva.2015.07.003
fatcat:fr6uuuqyqnhvfg75hkmycnvy2i
The impact of retrials on call center performance
2004
OR spectrum
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of the system for large call centers with high system load. ...
The model is used to estimate the real arrival rates based on demand data where retrials cannot be distinguished from first time calls. This is a common problem encountered in call centers. ...
It is shown through numerical examples that the fluid approximation works very well for large call centers that have a utilization that is greater than one. ...
doi:10.1007/s00291-004-0165-7
fatcat:ytmlurpttrdnpbaeabkrpw7ziy
Fluid Approximation of a Call Center Model with Redials and Reconnects
[article]
2013
arXiv
pre-print
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We use a fluid model to derive first order approximations for the number of customers in the redial and reconnect orbits in the heavy traffic. ...
We show that the fluid limit of such a model is the unique solution to a system of three differential equations. ...
First, the current paper is focused on the derivation and usage of fluid limits for staffing problems of large call centers featuring both redials and reconnects, with load per server greater than 1. ...
arXiv:1311.6248v1
fatcat:rvsvzlzumrcm7begrtm3pysa3q
A simulation based scheduling model for call centers with uncertain arrival rates
2008
2008 Winter Simulation Conference
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In this paper we develop a two stage algorithm for scheduling call centers with strict SLAs and arrival rate uncertainty. ...
intensive methods. ...
solve the staffing problem for call centers with multiple call types, multiple agent types, and uncertain arrivals using a fluid approximation. ...
doi:10.1109/wsc.2008.4736410
dblp:conf/wsc/RobbinsH08
fatcat:mpqdobbnmzh5dcg6vgifqkyp7i
A stochastic programming model for scheduling call centers with global Service Level Agreements
2010
European Journal of Operational Research
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We conduct extensive experimentation to compare the solution of the stochastic program with the deterministic program based on mean valued arrivals. ...
We consider the issue of call center scheduling in an environment where arrivals rates are highly variable, aggregate volumes are uncertain, and the call center is subject to a global service level constraint ...
solve the staffing problem for call centers with multiple call types, multiple agent types, and uncertain arrivals using a fluid approximation. ...
doi:10.1016/j.ejor.2010.06.013
fatcat:ztlb2vjsevf45dpzume4mjtjkm
Staffing and scheduling under nonstationary demand for service: A literature review
2016
Omega : The International Journal of Management Science
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Based on their findings, the authors develop recommendations for further research. ...
This article provides a state-of-the-art literature review on staffing and scheduling approaches that account for nonstationary demand. ...
We also thank the three anonymous referees for their remarks, which have considerably improved this article. ...
doi:10.1016/j.omega.2015.04.002
fatcat:wc57tj2jxnd7bozjm2mwkan3i4
Profit-oriented shift scheduling of inbound contact centers with skills-based routing, impatient customers, and retrials
2008
OR spectrum
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The numerical results indicate that the presented approach works best for medium-sized and large contact centers with skills-based routing of customers for which stochastic queueing models are rarely applicable ...
Abstract This paper presents a profit-oriented shift scheduling approach for inbound contact centers. ...
The numerical results indicate that the method performs best for medium-sized and large call centers with SBR. ...
doi:10.1007/s00291-008-0141-8
fatcat:fi6te6vkqjfjdblhlopx7h6li4
Service Engineering: Data-Based Course Development and Teaching
2010
INFORMS Transactions on Education
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The application focus of the surveyed course has been telephone call centers, which constitute an explosively-growing branch of the service industry. ...
The course "was born" about fifteen years ago as a graduate seminar and ultimately took its present form, as a core course for the undergraduate program in Industrial Engineering and Management. ...
In one version of the homework, data from three call centers was used: a small Israeli call center, for applying standard queueing models; a large U.S. call center, that calls for QED analysis; and a medium ...
doi:10.1287/ited.1120.0058
fatcat:22gxmkfm4fbs7fsen2vlidjrxa
Service Engineering: Data-Based Course Development and Teaching
2010
INFORMS Transactions on Education
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The application focus of the surveyed course has been telephone call centers, which constitute an explosively-growing branch of the service industry. ...
The course "was born" about fifteen years ago as a graduate seminar and ultimately took its present form, as a core course for the undergraduate program in Industrial Engineering and Management. ...
In one version of the homework, data from three call centers was used: a small Israeli call center, for applying standard queueing models; a large U.S. call center, that calls for QED analysis; and a medium ...
doi:10.1287/ited.1100.0058
fatcat:nnjfzoaea5errcpo7s4mryyp7e
Service Engineering: Data-Based Course Development and Teaching
2010
INFORMS Transactions on Education
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The application focus of the surveyed course has been telephone call centers, which constitute an explosively-growing branch of the service industry. ...
The course "was born" about fifteen years ago as a graduate seminar and ultimately took its present form, as a core course for the undergraduate program in Industrial Engineering and Management. ...
In one version of the homework, data from three call centers was used: a small Israeli call center, for applying standard queueing models; a large U.S. call center, that calls for QED analysis; and a medium ...
doi:10.1287/ited.1110.0058
fatcat:e4hvm4vzh5eetelpejidkxpjju
Service Engineering of Call Centers: Research, Teaching, and Practice
[chapter]
2008
Service Science, Management and Engineering Education for the 21st Century
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A course on Service Engineering has been taught at the Technion for over ten years [ 19]. ...
This prepares the ground for a survey of our "Service Engineering" course, with which we conclude. ...
Models: deterministic (Fluid) and stochastic -mainly queueing models, both conventional (Markovian) and approximations; 4. ...
doi:10.1007/978-0-387-76578-5_47
fatcat:54p5dkqpvbgnjk3lcdffha5u2a
Staffing a call center with uncertain non-stationary arrival rate and flexibility
2011
OR spectrum
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We consider a multi-period staffing problem in a single-shift call center. The call center handles inbound calls, as well as some alternative back-office jobs. ...
Second, we develop a robust programming formulation. The characteristics of the two methods and the associated optimal solutions are illustrated through a numerical study based on real-life data. ...
The model is solved via a robust optimization approach. Gurvich et al. (2010) propose a fluid approximation model for large-scale multi-class call centers with uncertain parameters. ...
doi:10.1007/s00291-011-0257-0
fatcat:f7xuys4ds5c5vkrhuu5orbnpxa
Many-server queues with customer abandonment: A survey of diffusion and fluid approximations
2012
Journal of Systems Science and Systems Engineering
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In this survey paper, we focus on / / G GI n GI parallel-server queues that serve as a building block to model call center operations. ...
The performance of a call center is sensitive to customer abandonment. ...
Such a queue serves as a building block to model large-scale call centers. ...
doi:10.1007/s11518-012-5189-y
fatcat:evpj7eow4vayvju4mhnllpdpay
Achieving Rapid Recovery in an Overload Control for Large-Scale Service Systems
[article]
2014
arXiv
pre-print
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We consider an automatic overload control for two large service systems modeled as multi-server queues, such as call centers. ...
As a basis for studying the complex dynamics, we develop a new six-dimensional fluid approximation for a system with time-varying arrival rates, extending a previous fluid approximation involving a stochastic ...
We consider an automatic overload control for two large service systems modeled as multi-server queues, such as call centers. ...
arXiv:1301.4713v2
fatcat:bhdha5sp4zhrvot6hwt3e4yyze
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