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Robust and data-driven approaches to call centers

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Bertsimas, Dimitris and Doan, Xuan Vinh (2010) Robust and data-driven approaches to call centers. European Journal of Operational Research, 207 (2). pp. 1072-1085. doi:10.1016/j.ejor.2010.05.040

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Official URL: http://dx.doi.org/10.1016/j.ejor.2010.05.040

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Abstract

We propose both robust and data-driven approaches to a fluid model of call centers that incorporates random arrival rates with abandonment to determine staff levels and dynamic routing policies. We test the resulting models with real data obtained from the call center of a US bank. Computational results show that the robust fluid model is significantly more tractable as compared to the data-driven one and produces overall better solutions to call centers in most experiments.

Item Type: Journal Article
Subjects: H Social Sciences > HD Industries. Land use. Labor
Divisions: Faculty of Social Sciences > Warwick Business School > Operational Research & Management Sciences
Faculty of Social Sciences > Warwick Business School
Journal or Publication Title: European Journal of Operational Research
Publisher: Elsevier Science BV
ISSN: 0377-2217
Official Date: 1 December 2010
Dates:
DateEvent
1 December 2010Published
Volume: 207
Number: 2
Page Range: pp. 1072-1085
DOI: 10.1016/j.ejor.2010.05.040
Status: Peer Reviewed
Publication Status: Published
Access rights to Published version: Restricted or Subscription Access

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