Service level variability of inbound call centers

G.M. Koole, A. Roubos, R. Stolletz

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Abstract

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. © 2012 INFORMS.
Original languageEnglish
Pages (from-to)402-413
JournalManufacturing and Service Operations Management
Volume14
Issue number3
DOIs
Publication statusPublished - 2012

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