DocumentCode
3066889
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
fYear
2011
fDate
29-31 July 2011
Firstpage
619
Lastpage
621
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;
fLanguage
English
Publisher
ieee
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
Type
conf
DOI
10.1109/BCGIn.2011.164
Filename
6003975
Link To Document