Commissioned Paper: Telephone Call Centers: Tutorial, Review, and Research Prospects
Manufacturing & Service Operations Management
Modeling Daily Arrivals to a Telephone Call Center
Management Science
Measuring Item Fill-Rate Performance in a Finite Horizon
Manufacturing & Service Operations Management
Forecast errors in service systems
Probability in the Engineering and Informational Sciences
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In practice, call center service levels are reported over periods of finite length that are usually no longer than 24 hours. In such small periods the service level has a large variability. It is therefore not sufficient to base staffing decisions only on the expected service level. In this paper we consider the classical M/M/s queueing model that is often used in call centers. We develop accurate approximations for the service-level distribution based on extensive simulations. This distribution is used for a service-level variability-controlled staffing approach to circumvent the shortcomings of the traditional staffing based on the expected service level.