Service-Level Variability of Inbound Call Centers


Roubos, Alex ; Koole, Ger ; Stolletz, Raik



URL: http://msom.journal.informs.org/content/14/3/402.a...
Document Type: Article
Year of publication: 2012
The title of a journal, publication series: Manufacturing & service operations management : M & SOM
Volume: 14
Issue number: 3
Page range: 402-413
Place of publication: Linthicum, Md.
Publishing house: Inst. for Operations Research and the Management Sciences
ISSN: 1523-4614
Publication language: English
Institution: Business School > ABWL u. Produktion (Stolletz)
Subject: 650 Management
Keywords (English): call centers , service level , normal distribution , simulations , staffing
Abstract: In practice, call center service levels are reported over periods of finite length that are usually no longer than 24 hours. In such small periods the service level has a large variability. It is therefore not sufficient to base staffing decisions only on the expected service level. In this paper we consider the classical M=M=s queueing model that is often used in call centers. We develop accurate approximations for the service-level distribution based on extensive simulations. This distribution is used for a service-level variability-controlled staffing approach to circumvent the shortcomings of the traditional staffing based on the expected service level.

Dieser Eintrag ist Teil der Universitätsbibliographie.




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Roubos, Alex ; Koole, Ger ; Stolletz, Raik (2012) Service-Level Variability of Inbound Call Centers. Manufacturing & service operations management : M & SOM Linthicum, Md. 14 3 402-413 [Article]


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