Staffing Large Call Centers: Stochastic Fluid Models - Edubirdie

University:
Massachusetts Institute of Technology
Course:
15.992 | S-Lab: Laboratory for Sustainable Business
Academic year:

2023
Views:

118

Pages:

11
Author:

gandujadqtrdj

A Method for Staffing Large Call Centers Based on Stochastic Fluid Models Outline Motivation and Problem Proposed Model Supporting Logic Numerical Examples Comments and Discussion Motivation Large-Scale Call Centers Example: AT&T, Verizon Local Phone, DSL, Cell Phone, etc. Billing, Technical Support, Termination, etc. Different Agents/Servers for different types of calls Other examples: Banks, Insurance Companies, Dell, IBM and many others Model 1 1 2 3 2 r m m customer classes r agent pools bi agents in pool i Service time depends on customer class and service pool Tasks Staff Scheduling/ Capacity Planning* 1. Number and types of agent pools # of agents in each pools Dynamic Routing 2. Customer arrival -> serve/buffer Service Completion -> server idle/another customer Assumptions Scale is large enough to treat variables as continuous variables The capacity is determined in advance and cannot be revised Demand is doubly stochastic Poisson All other uncertainty and variability are negligible compared to demand, i.e., assume everything else constant Doubly Stochastic Poisson Model Λ (t ) = (Λ1 (t ),..., Λ m (t )),0 ≤ t ≤ T Given Λ(t ) = (λ1 ,..., λm ) conditional distribution of arrivals in different classes immediately after t are independent Poisson processes Objective Cost ck per agent in pool k Penalty pi per abandonment call per customer for class I Want to select bk to minimize m r ∑c b + ∑ p q k =1 k k i =1 i i Problem: Difficult to find qi the total expected abandonment call per class Proposed Method Given λ ∈ \ m+ b ∈ \ r+ π * (λ , b) = minimize π = p ⋅ (λ − Rx) subject to: Rx ≤ λ , Ax ≤ b, x ≥ 0 ⎧⎪ T * ⎫⎪ Objective: minimize c ⋅ b + Ε ⎨ ∫ π (Λ (t ), b)dt ⎬ ⎩⎪ 0 ⎭⎪ T Let 1 F (λ ) := ∫ Ρ {Λ (t ) ≤ λ } dt for λ ∈ \ m+ T 0 minimize c ⋅ b + T ∫ π * (λ , b)dF (λ ) =: φ (b) R+m Proposed Method Proposition r φ (b) is a convex function on R + Convex Optimization problem Gradient-descent method combined with Monte Carlo simulation to find the numerical solution Comments and Critiques Well written paper with interesting under-research topic Proposed a model for skill-based routing Major Criticism: Assume no variability in service time Neglect the dependence between optimal policy and routing method -> most routing methods may only get a cost far above optimal given the theoretical policy Would be more interesting if they provide some interesting results using their methods

Related Documents

Staffing Large Call Centers: Stochastic Fluid Models

Staffing Large Call Centers: Stochastic Fluid Models - Page 1

Staffing Large Call Centers: Stochastic Fluid Models - Page 2

Staffing Large Call Centers: Stochastic Fluid Models - Page 3

Staffing Large Call Centers: Stochastic Fluid Models - Page 4

Staffing Large Call Centers: Stochastic Fluid Models - Page 5

Staffing Large Call Centers: Stochastic Fluid Models - Page 6

Staffing Large Call Centers: Stochastic Fluid Models - Page 7

Staffing Large Call Centers: Stochastic Fluid Models - Page 8

Staffing Large Call Centers: Stochastic Fluid Models - Page 9

Staffing Large Call Centers: Stochastic Fluid Models - Page 10

Staffing Large Call Centers: Stochastic Fluid Models - Page 11

of 11

Recommended Documents

Should Motorola Embrace 100% the Linux Operating System (OS) For Smartphones

Should Motorola Embrace 100% the Linux Operating System (OS) For Smartphones

Massachusetts Institute of Technology 15.992 | S-Lab: Laboratory for Sustainable Business

Lecture Note

Integrated Development Environments

Integrated Development Environments

Massachusetts Institute of Technology 15.992 | S-Lab: Laboratory for Sustainable Business

Lecture Note

Matching Supply and Demand - Tug of War

Matching Supply and Demand - Tug of War

Massachusetts Institute of Technology 15.992 | S-Lab: Laboratory for Sustainable Business

Lecture Note

Supply Chain Management - Value of Information

Supply Chain Management - Value of Information

Massachusetts Institute of Technology 15.992 | S-Lab: Laboratory for Sustainable Business

Lecture Note

Roadmap for Service Excellence

Roadmap for Service Excellence

Massachusetts Institute of Technology 15.992 | S-Lab: Laboratory for Sustainable Business

Lecture Note

Secret Instructions for Josephine McNair

Secret Instructions for Josephine McNair

Massachusetts Institute of Technology 15.992 | S-Lab: Laboratory for Sustainable Business

Lecture Note

Coalition Exercise - Questions for Reflection

Coalition Exercise - Questions for Reflection

Massachusetts Institute of Technology 15.992 | S-Lab: Laboratory for Sustainable Business

Lecture Note

Assignment Description for the PIE Letter

Assignment Description for the PIE Letter

Massachusetts Institute of Technology 15.992 | S-Lab: Laboratory for Sustainable Business

Answer Key

IT Intro to UI Building with Access Examples

IT Intro to UI Building with Access Examples

Massachusetts Institute of Technology 15.992 | S-Lab: Laboratory for Sustainable Business

Lecture Note

Information Technology Local Area Networks; Ethernet; Packet-switched Networks

Information Technology Local Area Networks; Ethernet; Packet-switched Networks

Massachusetts Institute of Technology 15.992 | S-Lab: Laboratory for Sustainable Business

Lecture Note

Assignment Due - PS4 due, Networks and Computer Security

Assignment Due - PS4 due, Networks and Computer Security

Massachusetts Institute of Technology 15.992 | S-Lab: Laboratory for Sustainable Business

Answer Key

Prepare Worksheet for Angry Negotiation Game

Prepare Worksheet for Angry Negotiation Game

Massachusetts Institute of Technology 15.992 | S-Lab: Laboratory for Sustainable Business

Answer Key

New Documents from this Course

Managing Communication

Managing Communication

Massachusetts Institute of Technology 15.992 | S-Lab: Laboratory for Sustainable Business

Lecture Note

Managing Service and Manufacturing Operations

Managing Service and Manufacturing Operations

Massachusetts Institute of Technology 15.992 | S-Lab: Laboratory for Sustainable Business

Lecture Note

Managing Teams

Massachusetts Institute of Technology 15.992 | S-Lab: Laboratory for Sustainable Business

Lecture Note

Global Management

Global Management

Massachusetts Institute of Technology 15.992 | S-Lab: Laboratory for Sustainable Business

Lecture Note

Managing Information

Managing Information

Massachusetts Institute of Technology 15.992 | S-Lab: Laboratory for Sustainable Business

Lecture Note

A Guide for Preparing Your Workplan

A Guide for Preparing Your Workplan

Massachusetts Institute of Technology 15.992 | S-Lab: Laboratory for Sustainable Business

Lecture Note

Industry & Societal Action - Collaborations

Industry & Societal Action - Collaborations

Massachusetts Institute of Technology 15.992 | S-Lab: Laboratory for Sustainable Business

Lecture Note

Green Buildings - New Markets and Services

Green Buildings - New Markets and Services

Massachusetts Institute of Technology 15.992 | S-Lab: Laboratory for Sustainable Business

Lecture Note

Case Example of Alternative Transportation Opportunities

Case Example of Alternative Transportation Opportunities

Massachusetts Institute of Technology 15.992 | S-Lab: Laboratory for Sustainable Business

Lecture Note

Sustainable retail. Can big box stores really go green

Sustainable retail. Can big box stores really go green

Massachusetts Institute of Technology 15.992 | S-Lab: Laboratory for Sustainable Business

Lecture Note

Organizational response

Organizational response

Massachusetts Institute of Technology 15.992 | S-Lab: Laboratory for Sustainable Business

Lecture Note

Bargaining Simulation General Instructions

Bargaining Simulation General Instructions

Massachusetts Institute of Technology 15.992 | S-Lab: Laboratory for Sustainable Business

Answer Key