The method of staffing a call center with delay information considering the customers' behavior

摘要

This research addresses the problem of staffing in a call center with delay information, and characterizes the performance measures of the customers' behavior. In the paper, we consider single-skill call center, which is modeled as an M/M/N+M queue. The customers' patience times are exponential distribution. The customers' behavior of abandonment includes balking and reneging. The probability of balking and reneging is formulated as a function of delay information. The aim of the model is to obtain the minimum staff level under the consideration of the customer's behavior. The algorithm is developed to obtain the optimal staffing. The results illustrate that the method is effective and efficient.