Optimal Call Center Staffing and Pricing Under QoS Constraints

• Published in: IISE Annual Conference. Proceedings pp. 1 - 6
• Main Authors: Soltani, Morteza, Kharoufeh, Jeffrey P, Khademi, Amin
• Format: Journal Article
• Language: English
• Published: Norcross Institute of Industrial and Systems Engineers (IISE) 01.01.2023
• Subjects: Call centers; Constraints; Demand; Optimization models; Workforce planning

We present a stochastic optimization model to determine optimal staffing strategies for a call center subject to uncertain and dynamic call arrival rates. The aim is to determine what proportion of demand should be outsourced to an external service provider rather than being serviced in-house. Befor...