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Optimizing Call Center Staffing Using Simulation and Analytic Center Cutting-Plane Methods

Author

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  • Júlíus Atlason

    () (THOR Development and Research, Reykjavík, Iceland)

  • Marina A. Epelman

    () (Department of Industrial and Operations Engineering, University of Michigan, Ann Arbor, Michigan 48109)

  • Shane G. Henderson

    () (School of Operations Research and Information Engineering, Cornell University, Ithaca, New York 14853)

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.

Suggested Citation

  • Júlíus Atlason & Marina A. Epelman & Shane G. Henderson, 2008. "Optimizing Call Center Staffing Using Simulation and Analytic Center Cutting-Plane Methods," Management Science, INFORMS, vol. 54(2), pages 295-309, February.
  • Handle: RePEc:inm:ormnsc:v:54:y:2008:i:2:p:295-309
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    File URL: http://dx.doi.org/10.1287/mnsc.1070.0774
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    References listed on IDEAS

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    1. Ward Whitt, 1991. "The Pointwise Stationary Approximation for Mt/Mt/s Queues Is Asymptotically Correct As the Rates Increase," Management Science, INFORMS, vol. 37(3), pages 307-314, March.
    2. Ingolfsson, Armann & Amanul Haque, Md. & Umnikov, Alex, 2002. "Accounting for time-varying queueing effects in workforce scheduling," European Journal of Operational Research, Elsevier, vol. 139(3), pages 585-597, June.
    3. Otis B. Jennings & Avishai Mandelbaum & William A. Massey & Ward Whitt, 1996. "Server Staffing to Meet Time-Varying Demand," Management Science, INFORMS, vol. 42(10), pages 1383-1394, October.
    4. J. L. Goffin & A. Haurie & J. P. Vial, 1992. "Decomposition and Nondifferentiable Optimization with the Projective Algorithm," Management Science, INFORMS, vol. 38(2), pages 284-302, February.
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    Citations

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    Cited by:

    1. Kleijnen, J.P.C. & van Beers, W.C.M. & van Nieuwenhuyse, I., 2008. "Constrained Optimization in Simulation : A Novel Approach," Discussion Paper 2008-95, Tilburg University, Center for Economic Research.
    2. Robbins, Thomas R. & Harrison, Terry P., 2010. "A stochastic programming model for scheduling call centers with global Service Level Agreements," European Journal of Operational Research, Elsevier, vol. 207(3), pages 1608-1619, December.
    3. Defraeye, Mieke & Van Nieuwenhuyse, Inneke, 2016. "Staffing and scheduling under nonstationary demand for service: A literature review," Omega, Elsevier, vol. 58(C), pages 4-25.
    4. Onggo, S. & Pidd, M. & Soopramanien, D. & Worthington, D.J., 2012. "Behavioural modelling of career progression in the European Commission," European Journal of Operational Research, Elsevier, vol. 222(3), pages 632-641.
    5. Schwarz, Justus Arne & Selinka, Gregor & Stolletz, Raik, 2016. "Performance analysis of time-dependent queueing systems: Survey and classification," Omega, Elsevier, vol. 63(C), pages 170-189.
    6. Örmeci, E. Lerzan & Salman, F. Sibel & Yücel, Eda, 2014. "Staff rostering in call centers providing employee transportation," Omega, Elsevier, vol. 43(C), pages 41-53.
    7. Tsai, Shing Chih & Zheng, Ya-Xin, 2013. "A simulation optimization approach for a two-echelon inventory system with service level constraints," European Journal of Operational Research, Elsevier, vol. 229(2), pages 364-374.
    8. Ingolfsson, Armann & Campello, Fernanda & Wu, Xudong & Cabral, Edgar, 2010. "Combining integer programming and the randomization method to schedule employees," European Journal of Operational Research, Elsevier, vol. 202(1), pages 153-163, April.
    9. Itai Gurvich & James Luedtke & Tolga Tezcan, 2010. "Staffing Call Centers with Uncertain Demand Forecasts: A Chance-Constrained Optimization Approach," Management Science, INFORMS, pages 1093-1115.
    10. Van den Bergh, Jorne & Beliën, Jeroen & De Bruecker, Philippe & Demeulemeester, Erik & De Boeck, Liesje, 2013. "Personnel scheduling: A literature review," European Journal of Operational Research, Elsevier, vol. 226(3), pages 367-385.
    11. repec:spr:jglopt:v:67:y:2017:i:4:d:10.1007_s10898-016-0438-0 is not listed on IDEAS
    12. Kleijnen, Jack P.C. & Beers, Wim van & Nieuwenhuyse, Inneke van, 2010. "Constrained optimization in expensive simulation: Novel approach," European Journal of Operational Research, Elsevier, vol. 202(1), pages 164-174, April.
    13. repec:eee:jomega:v:72:y:2017:i:c:p:25-37 is not listed on IDEAS

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