Title :
Dynamic Operator Staffing Problem for Call Centers with Uncertain Arrival Rate
Author :
Feng, Cheng ; Jia-zhen, Huo
Author_Institution :
Sch. of Econ. & Manage., Tongji Univ., Shanghai, China
Abstract :
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.
Keywords :
call centres; employment; personnel; queueing theory; recruitment; service industries; Poisson arrivals; call centers; deterministic fluid approximation; dynamic operator staffing problem; economic benefit; expected net revenue; hiring; permanent operators; queuing model; temporary operators; uncertain arrival rate; Analytical models; Economics; Fluids; Servers; Stochastic processes; Throughput; Uncertainty; call center; fluid models; model-paramerter uncertainty; optimization; staffing;
Conference_Titel :
Business Computing and Global Informatization (BCGIN), 2011 International Conference on
Conference_Location :
Shanghai
Print_ISBN :
978-1-4577-0788-9
Electronic_ISBN :
978-0-7695-4464-9
DOI :
10.1109/BCGIn.2011.164
