Two issues in setting call centre staffing levels

被引：40

作者：

Chen, BPK

Henderson, SG

机构：

[1] Univ Oxford, Dept Stat, Oxford OX1 3TG, England

[2] Cornell Univ, Sch Operat Res & Ind Engn, Ithaca, NY 14853 USA

来源：

ANNALS OF OPERATIONS RESEARCH | 2001年 / 108卷 / 1-4期

基金：

美国国家科学基金会;

关键词：

forecast error; nonstationarity; conditional Poisson process; convexity;

D O I：

10.1023/A:1016015213287

中图分类号：

C93 [管理学]; O22 [运筹学];

学科分类号：

070105 ; 12 ; 1201 ; 1202 ; 120202 ;

摘要：

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 8 am-9 am) 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.

引用

页码：175 / 192

页数：18

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