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Joint chance-constrained staffing optimization in multi-skill call centers

This paper concerns the staffing optimization problem in multi-skill call centers. The objective is to find a minimal cost staffing solution while meeting a target level for the quality of service (QoS) to customers. We consider a staffing problem in which joint chance constraints are imposed on the...

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Main Authors: Tien, Thanh Dam, Thuy, Anh Ta, Tien, Mai
Format: Bài trích
Language:English
Published: Springer 2022
Subjects:
Call center
Staffing optimization
Online Access:https://link.springer.com/article/10.1007/s10878-021-00830-1
https://dlib.phenikaa-uni.edu.vn/handle/PNK/5850
https://doi.org/10.1007/s10878-021-00830-1
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spelling oai:localhost:PNK-58502022-08-17T05:54:52Z Joint chance-constrained staffing optimization in multi-skill call centers Tien, Thanh Dam Thuy, Anh Ta Tien, Mai Call center Staffing optimization This paper concerns the staffing optimization problem in multi-skill call centers. The objective is to find a minimal cost staffing solution while meeting a target level for the quality of service (QoS) to customers. We consider a staffing problem in which joint chance constraints are imposed on the QoS of the day. Our joint chance-constrained formulation is more rational capturing the correlation between different call types, as compared to separate chance-constrained versions considered in previous studies. We show that, in general, the probability functions in the joint-chance constraints display S-shaped curves, and the optimal solutions should belong to the concave regions of the curves. Thus, we propose an approach combining a heuristic phase to identify solutions lying in the concave part and a simulation-based cut generation phase to create outer-approximations of the probability functions. This allows us to find good staffing solutions satisfying the joint-chance constraints by simulation and linear programming. We test our formulation and algorithm using call center examples of up to 65 call types and 89 agent groups, which shows the benefits of our joint-chance constrained formulation and the advantage of our algorithm over standard ones 2022-07-13T01:59:41Z 2022-07-13T01:59:41Z 2022 Bài trích https://link.springer.com/article/10.1007/s10878-021-00830-1 https://dlib.phenikaa-uni.edu.vn/handle/PNK/5850 https://doi.org/10.1007/s10878-021-00830-1 en Springer
institution Digital Phenikaa
collection Digital Phenikaa
language English
topic Call center
Staffing optimization
spellingShingle Call center
Staffing optimization
Tien, Thanh Dam
Thuy, Anh Ta
Tien, Mai
Joint chance-constrained staffing optimization in multi-skill call centers
description This paper concerns the staffing optimization problem in multi-skill call centers. The objective is to find a minimal cost staffing solution while meeting a target level for the quality of service (QoS) to customers. We consider a staffing problem in which joint chance constraints are imposed on the QoS of the day. Our joint chance-constrained formulation is more rational capturing the correlation between different call types, as compared to separate chance-constrained versions considered in previous studies. We show that, in general, the probability functions in the joint-chance constraints display S-shaped curves, and the optimal solutions should belong to the concave regions of the curves. Thus, we propose an approach combining a heuristic phase to identify solutions lying in the concave part and a simulation-based cut generation phase to create outer-approximations of the probability functions. This allows us to find good staffing solutions satisfying the joint-chance constraints by simulation and linear programming. We test our formulation and algorithm using call center examples of up to 65 call types and 89 agent groups, which shows the benefits of our joint-chance constrained formulation and the advantage of our algorithm over standard ones
format Bài trích
author Tien, Thanh Dam
Thuy, Anh Ta
Tien, Mai
author_facet Tien, Thanh Dam
Thuy, Anh Ta
Tien, Mai
author_sort Tien, Thanh Dam
title Joint chance-constrained staffing optimization in multi-skill call centers
title_short Joint chance-constrained staffing optimization in multi-skill call centers
title_full Joint chance-constrained staffing optimization in multi-skill call centers
title_fullStr Joint chance-constrained staffing optimization in multi-skill call centers
title_full_unstemmed Joint chance-constrained staffing optimization in multi-skill call centers
title_sort joint chance-constrained staffing optimization in multi-skill call centers
publisher Springer
publishDate 2022
url https://link.springer.com/article/10.1007/s10878-021-00830-1
https://dlib.phenikaa-uni.edu.vn/handle/PNK/5850
https://doi.org/10.1007/s10878-021-00830-1
_version_ 1751856283656388608
score 8.891145

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