Assaf Zeevi

An integrated model for capacity planning and dynamic control in call center networks with general SLAs

Coauthor(s): Awi Federgruen, Santiago Balseiro.

Abstract:
We address the following problems that arise in the management of call center operating under certain Service Level Agreements (SLAs): (1) setting the capacity levels of the agent pools; (2) constructing a routing scheme for arriving customers; and (3) devising a dynamic priority rule for customers waiting at each pool. We develop a mathematical programming approach to simultaneously solve this integrated planning problem and show how it can be used in strategic call center design studies.

Exact Citation:
Federgruen, Awi, Santiago Balseiro, and Assaf Zeevi. "An integrated model for capacity planning and dynamic control in call center networks with general SLAs." 2011 MSOM Annual Conference, May 2011.
Date: 5 2011