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.

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