Two Issues in Setting Call Centre Staffing Levels
نویسندگان
چکیده
Motivated by a problem facing the Police Communication Centre in Auckland, New Zealand, we consider the setting of staffing levels in a call centre with priority customers. The choice of staffing level over any particular time period (e.g., Monday from 8am 9am) relies on accurate arrival rate information. The usual method for identifying the arrival rate based on historical data can, in some cases, lead to considerable errors in performance estimates for a given staffing level. We explain why, identify three potential causes of the difficulty, and describe a method for detecting and addressing such a problem.
منابع مشابه
Call Center Outsourcing: Coordinating Staffing Level and Service Quality
In this paper, we study the contracting issues in an outsourcing supply chain consisting of a user company and a call center that does outsourcing work for the user company. We model the call center as a G/G/s queue with customer abandonment. Each call has a revenue potential, and we model the call center’s service quality by the percentage of calls resolved (revenue realized). The call center ...
متن کاملStaffing and routing in a two-tier call centre
This paper studies service systems with gatekeepers who diagnose a customer problem and then either refer the customer to an expert or attempt treatment. We determine the staffing levels and referral rates that minimise the sum of staffing, customer waiting, and mistreatment costs. We also compare the optimal gatekeeper system (a two-tier system) with a system staffed with only experts (a direc...
متن کاملReflecting on Backward Design for Knowledge Translation; Comment on “A Call for a Backward Design to Knowledge Translation”
In a recent Editorial for this journal, El-Jardali and Fadlallah proposed a new framework for Knowledge Translation (KT) in healthcare. Many such frameworks already exist; thus, new entrants to the field must be scrutinized in regard to their unique contributions to advancing understanding and practice. The El-Jardali and Fadlallah framework focuses on policy-level discussions, a relatively und...
متن کاملStaffing Call Centers with Uncertain Demand Forecasts: A Chance-Constrained Optimization Approach
W consider the problem of staffing call centers with multiple customer classes and agent types operating under quality-of-service (QoS) constraints and demand rate uncertainty. We introduce a formulation of the staffing problem that requires that the QoS constraints are met with high probability with respect to the uncertainty in the demand rate. We contrast this chance-constrained formulation ...
متن کاملEvidence-Informed Deliberative Processes for Universal Health Coverage: Broadening the Scope; Comment on “Priority Setting for Universal Health Coverage: We Need Evidence-Informed Deliberative Processes, Not Just More Evidence on Cost-Effectiveness”
Universal health coverage (UHC) is high on the global health agenda, and priority setting is fundamental to the fair and efficient pursuit of this goal. In a recent editorial, Rob Baltussen and colleagues point to the need to go beyond evidence on cost-effectiveness and call for evidence-informed deliberative processes when setting priorities for UHC. Such processes are crucial at every step on...
متن کاملذخیره در منابع من
با ذخیره ی این منبع در منابع من، دسترسی به آن را برای استفاده های بعدی آسان تر کنید
عنوان ژورنال:
- Annals OR
دوره 108 شماره
صفحات -
تاریخ انتشار 2001