TECHNICAL NOTE---A Note on Profit Maximization and Monotonicity for Inbound Call Centers

Ger Koole () and Auke Pot ()
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Ger Koole: Department of Mathematics, VU University Amsterdam, 1081 HV Amsterdam, The Netherlands
Auke Pot: CCmath, 1181 BH Amstelveen, The Netherlands

Operations Research, 2011, vol. 59, issue 5, 1304-1308

Abstract: We consider an inbound call center with a fixed reward per call and communication and agent costs. By controlling the number of lines and the number of agents, we can maximize the profit. Abandonments are included in our performance model. Monotonicity results for the maximization problem are obtained, which lead to an efficient optimization procedure. We give a counterexample to the concavity in the number of agents, which is equivalent to saying that the law of diminishing returns does not hold. Numerical results are given.

Keywords: call centers; monotonicity (search for similar items in EconPapers)
Date: 2011
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Citations: View citations in EconPapers (1)

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