A simple staffing method for multi-skill call centers

S.A. Pot; S. Bhulai; G.M. Koole

doi:10.1287/msom.1070.0173

A simple staffing method for multi-skill call centers

S.A. Pot
, S. Bhulai
, G.M. Koole

Mathematics

Research output: Contribution to Journal › Article › Academic › peer-review

Abstract

We study a simple method for staffing in multiskill call centers. The method has short computation times and determines nearly optimal staffing levels. It is in both views competitive to other methods from the literature. Because of the fast and accurate performance of the method, many different scenarios can be analyzed, and our method can be used for both tactical and strategic capacity management decisions. © 2008 INFORMS.

Original language	English
Pages (from-to)	421-428
Journal	Manufacturing and Service Operations Management
Volume	10
Issue number	3
DOIs	https://doi.org/10.1287/msom.1070.0173
Publication status	Published - 2008

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10.1287/msom.1070.0173

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title = "A simple staffing method for multi-skill call centers",

abstract = "We study a simple method for staffing in multiskill call centers. The method has short computation times and determines nearly optimal staffing levels. It is in both views competitive to other methods from the literature. Because of the fast and accurate performance of the method, many different scenarios can be analyzed, and our method can be used for both tactical and strategic capacity management decisions. {\textcopyright} 2008 INFORMS.",

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AB - We study a simple method for staffing in multiskill call centers. The method has short computation times and determines nearly optimal staffing levels. It is in both views competitive to other methods from the literature. Because of the fast and accurate performance of the method, many different scenarios can be analyzed, and our method can be used for both tactical and strategic capacity management decisions. © 2008 INFORMS.

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DO - 10.1287/msom.1070.0173

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VL - 10

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JO - Manufacturing and Service Operations Management

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IS - 3

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A simple staffing method for multi-skill call centers

Abstract

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