Robust and Data-Driven Approaches to Call Centers
Name
Data-Driven and Robust Optimization Approaches to Call Centers.pdf
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429.62 KB
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Adobe PDF
Checksum (MD5)
912dae4609e15a565dc5545b8efb3b89
Author(s)
Bertsimas, Dimitris J.
Doan, Xuan Vinh
Date Issued
December 2010
Journal
European Journal of Operations Research
Publisher
Elsevier B.V.
Citation
Bertsimas, Dimitris, and Xuan Vinh Doan. “Robust and Data-driven Approaches to Call Centers.” European Journal of Operational Research 207.2 (2010): 1072–1085. Web.
Version
Original manuscript
Abstract
We propose both robust and data-driven approaches to a fluid model of call centers that incorporates random arrival rates with abandonment to determine staff levels and dynamic routing policies. We test the resulting models with real data obtained from the call center of a US bank. Computational results show that the robust fluid model is significantly more tractable as compared to the data-driven one and produces overall better solutions to call centers in most experiments.
MIT Department
Sloan School of Management
Terms of Use
Article is made available in accordance with the publisher's policy and may be subject to US copyright law. Please refer to the publisher's site for terms of use.
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DOI of Published Version
https://doi.org/10.1016/j.ejor.2010.05.040
