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Two Issues in Setting Call Centre Staffing Levels

Author

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  • Bert Chen
  • Shane Henderson

Abstract

Motivated by a problem facing the Police Communication Centre in Auckland, New Zealand, we consider the setting of staffing levels in a call centre with priority customers. The choice of staffing level over any particular time period (e.g., Monday from 8 am–9 am) relies on accurate arrival rate information. The usual method for identifying the arrival rate based on historical data can, in some cases, lead to considerable errors in performance estimates for a given staffing level. We explain why, identify three potential causes of the difficulty, and describe a method for detecting and addressing such a problem. Copyright Kluwer Academic Publishers 2001

Suggested Citation

  • Bert Chen & Shane Henderson, 2001. "Two Issues in Setting Call Centre Staffing Levels," Annals of Operations Research, Springer, vol. 108(1), pages 175-192, November.
    • Handle: RePEc:spr:annopr:v:108:y:2001:i:1:p:175-192:10.1023/a:1016015213287
    DOI: 10.1023/A:1016015213287
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    Citations

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    Cited by:

    1. 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.
    2. Achal Bassamboo & J. Michael Harrison & Assaf Zeevi, 2006. "Design and Control of a Large Call Center: Asymptotic Analysis of an LP-Based Method," Operations Research, INFORMS, vol. 54(3), pages 419-435, June.
    3. Noah Gans & Ger Koole & Avishai Mandelbaum, 2003. "Telephone Call Centers: Tutorial, Review, and Research Prospects," Manufacturing & Service Operations Management, INFORMS, vol. 5(2), pages 79-141, September.
    4. 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.
    5. Matthew F. Keblis & Maomao Chen, 2006. "Improving Customer Service Operations at Amazon.com," Interfaces, INFORMS, vol. 36(5), pages 433-445, October.
    6. Opher Baron & Joseph Milner, 2009. "Staffing to Maximize Profit for Call Centers with Alternate Service-Level Agreements," Operations Research, INFORMS, vol. 57(3), pages 685-700, June.
    7. Heemskerk, M. & Mandjes, M. & Mathijsen, B., 2022. "Staffing for many-server systems facing non-standard arrival processes," European Journal of Operational Research, Elsevier, vol. 296(3), pages 900-913.
    8. Andrew M. Ross, 2010. "Computing Bounds on the Expected Maximum of Correlated Normal Variables," Methodology and Computing in Applied Probability, Springer, vol. 12(1), pages 111-138, March.
    9. Noah Gans & Haipeng Shen & Yong-Pin Zhou & Nikolay Korolev & Alan McCord & Herbert Ristock, 2015. "Parametric Forecasting and Stochastic Programming Models for Call-Center Workforce Scheduling," Manufacturing & Service Operations Management, INFORMS, vol. 17(4), pages 571-588, October.
    10. van Eekelen, Wouter, 2023. "Distributionally robust views on queues and related stochastic models," Other publications TiSEM 9b99fc05-9d68-48eb-ae8c-9, Tilburg University, School of Economics and Management.
    11. Achal Bassamboo & Ramandeep S. Randhawa & Assaf Zeevi, 2010. "Capacity Sizing Under Parameter Uncertainty: Safety Staffing Principles Revisited," Management Science, INFORMS, vol. 56(10), pages 1668-1686, October.

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