A simple staffing method for multiskill call centers

Manufacturing and Service Operations Management

Volumn 10, Issue 3, 2008, Pages 421-428

  Pot, Auke ^a   Bhulai, Sandjai ^a   Koole, Ger ^a  

^a VU UNIVERSITY AMSTERDAM   (Netherlands)

Author keywords

Contact centers; Multiskill call centers; Skill based routing; Staffing; Work force management

Indexed keywords

ENTERPRISE RESOURCE MANAGEMENT;

CONTACT CENTERS; MULTISKILL CALL CENTERS; SKILL-BASED ROUTING; STAFFING; WORK FORCE MANAGEMENT;

PERSONNEL SELECTION;

EID: 61349108110     PISSN: 15234614     EISSN: 15265498     Source Type: Journal    
DOI: 10.1287/msom.1070.0173     Document Type: Article

References (12)

1. Cezik, M. T., P. L'Ecuyer. 2006. Staffing multiskill call centers via linear programming and simulation. Management Sci. Forthcoming.
2. Chevalier, P., N. Tabordon. 2003. Overflow analysis and cross-trained servers. Internat. J. Production Econom. 85 47-60.
3. Chevalier, P., J. Van den Schrieck. 2005. Optimizing the staffing and routing of small size hierarchical call-centers. Production Oper. Management. Forthcoming.
4. Chevalier, P., R. A. Shumsky, N. Tabordon. 2004. Routing and staffing in large call centers with specialized and fully flexible servers. Working paper, Simon School, University of Rochester, Rochester, NY.
5. Franx, G. J., G. M. Koole, S. A. Pot. 2006. Approximating multi-skill blocking systems by hyperexponential decomposition. Performance Eval. 63 799-824.
6. Fredericks, A. 1980. Congestion in blocking systems - A simple approximation technique. Bell System Tech. J. 59(6) 805-827.
7. Gans, N., G. M. Koole, A. Mandelbaum. 2003. Telephone call centers: Tutorial, review, and research prospects. Manufacturing Service Oper. Management 5 79-141.
8. Gomory, R. E. 1958. Outline of an algorithm for integer solutions to linear programs. Bull. Amer. Math. Soc. 64 275-278.
9. Jagers, A. A., E. A. Van Doom. 1991. Convexity of functions which are generalizations of the Erlang loss function and the Erlang delay function: Problem. SIAM Rev. 33 281-282.
10. Koole, G. M., S. A. Pot, J. Talim. 2003. Routing heuristics for multiskill call centers. S. Chick, P. J. Sánchez, D. Ferrin, D. J. Morrice, eds. Proc. 2003 Winter Simulation Conf, Institute of Electrical and Electronics Engineers, Washington, D.C., 1813-1816.
11. Land, A. H., A. G. Doig. 1960. An automated method for solving discrete programming problems. Econometrica 28 497-520.
12. Press, W. H., S. A. Teukolsky, W. T. Vetterling, B. P. Flannery. 2002. Numerical Recipes in C. Cambridge University Press, Cambridge, UK.