Dynamic Operator Staffing Problem for Call Centers with Uncertain Arrival Rate

We model a singe-class call center as a queuing model with Poisson arrivals having uncertain arrival rate. By deterministic fluid approximation we get the number of permanent and temporary operators to maximize the expected net revenue, which is as a complementary of Whitt. And we analyze the econom...

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Bibliographic Details
Main Authors: Cheng Feng, Huo Jia-zhen
Format: Conference Proceeding
Language:English
Subjects:
Analytical models
call center
Economics
fluid models
Fluids
model-paramerter uncertainty
optimization
Servers
staffing
Stochastic processes
Throughput
Uncertainty
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Description
Summary:We model a singe-class call center as a queuing model with Poisson arrivals having uncertain arrival rate. By deterministic fluid approximation we get the number of permanent and temporary operators to maximize the expected net revenue, which is as a complementary of Whitt. And we analyze the economic benefit of hiring temporary operators.
ISSN:2378-8941
2378-895X
DOI:10.1109/BCGIn.2011.164