An integrated model for capacity planning and dynamic control in call center networks with general SLAs
Coauthor(s): Awi Federgruen, Santiago Balseiro.
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.
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.