The method of staffing a call center with delay information considering the customers´ behavior

This research addresses the problem of staffing in a call center with delay information, and characterizes the performance measures of the customers´ behavior. In the paper, we consider single-skill call center, which is modeled as an M/M/N+M queue. The customers´ patience times are exponential distribution. The customers´ behavior of abandonment includes balking and reneging. The probability of balking and reneging is formulated as a function of delay information. The aim of the model is to obtain the minimum staff level under the consideration of the customer´s behavior. The algorithm is developed to obtain the optimal staffing. The results illustrate that the method is effective and efficient.