Feedback control ideas for call center staffing

Description

Call centers are nowadays a widespread solution to deal with customer support and as platform for different kind of business. Call center staffing is crucial to provide adequate service levels at acceptable costs. The task is usually accomplished using heuristics with the help of a human experts or with some static offline optimization based on operations research. Simulators based on queue theory are in some cases also used. The aim of the paper is to show that call center staffing can be posed as a feedback control problem with the advantage of getting a higher level of automation, and a wealth of results from control theory that can help to obtain the best possible staffing. In the paper the authors briefly describe the working procedures of call centers and how the staffing is usually made. They propose a feedback controller that it is used with a call center simulator. The results show that good call center staffing can be obtained even with a not very sophisticated controller.

Abstract

European Control Conference 2009 • Budapest, Hungary, August 23–26, 2009

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