Robust and data-driven approaches to call centers

Dimitris Bertsimas and Xuan Vinh Doan

European Journal of Operational Research, 2010, vol. 207, issue 2, 1072-1085

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.

Keywords: Call; center:; staffing; and; routing; Fluid; model; Linear; programming; Robust; optimization; Data-driven; approach (search for similar items in EconPapers)
Date: 2010
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Citations: View citations in EconPapers (14)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:ejores:v:207:y:2010:i:2:p:1072-1085

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