Service-Level Variability of Inbound Call Centers
نویسندگان
چکیده
In practice, call center service levels are reported over periods of nite length that are usually no longer than 24 hours. In such small periods the service level has a large variability. It is therefore not su£cient to base sta£ng decisions only on the expected value of the service level. In this paper we consider the classicalM/M/s queueing model that is o en used in call centers. We develop accurate approximations for the service level distribution by means of extensive numerical experimentation based on simulations. is distribution is used for a service level variability-controlled sta£ng approach to circumvent the shortcomings of the traditional sta£ng based on the expected service level.
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ورودعنوان ژورنال:
- Manufacturing & Service Operations Management
دوره 14 شماره
صفحات -
تاریخ انتشار 2012