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Simulation Model and Optimal Design for Call Center Staffing Problems

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Genetic and Evolutionary Computing (ICGEC 2016)

Part of the book series: Advances in Intelligent Systems and Computing ((AISC,volume 536))

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Abstract

This paper studies the optimal design for staffing problems in call centers with the use of Arena simulation software. Call center is a labor-intensive business model and spends the major cost in hiring staff, so this research on the staffing optimization can help in reducing the operation cost of call centers. We provide managerial schemes to reduce staffing costs and to improve utilization of personnel at a certain guaranteed service level for the call centers. Through our analysis of the proposed Arena simulation model, several optimal solutions to staffing problems are obtained in our numerical experiments with computer simulation.

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Acknowledgments

The authors are thankful for partial support from Fujian Provincial Department of Science and Technology, China, under Grant 2016J01330, and the Education Department of Fujian Province, China, under Grant No. JAT160337.

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Authors and Affiliations

  1. College of Information Science and Engineering, Fujian University of Technology, Fuzhou, 350118, Fujian, China

    Chia-Hung Wang & Mao-Hsiung Hung

  2. Fujian Provincial Key Laboratory of Big Data Mining and Applications, Fuzhou, 350118, Fujian, China

    Chia-Hung Wang

Authors
  1. Chia-Hung Wang
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  2. Mao-Hsiung Hung
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Corresponding author

Correspondence to Chia-Hung Wang .

Editor information

Editors and Affiliations

  1. College of Information Science and Engineering, Fujian University of Technology, Fuzhou, Fujian, China

    Jeng-Shyang Pan

  2. School of Computer Science and Technology, Harbin Institute of Technology (Shenzhen), Shenzhen, Guangdong, China

    Jerry Chun-Wei Lin

  3. College of Information Science and Engineering, Fujian University of Technology, Fuzhou, Fujian, China

    Chia-Hung Wang

  4. College of Information Science and Engineering, Fujian University of Technology, Fuzhou, Fujian, China

    Xin Hua Jiang

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Wang, CH., Hung, MH. (2017). Simulation Model and Optimal Design for Call Center Staffing Problems. In: Pan, JS., Lin, JW., Wang, CH., Jiang, X. (eds) Genetic and Evolutionary Computing. ICGEC 2016. Advances in Intelligent Systems and Computing, vol 536. Springer, Cham. https://doi.org/10.1007/978-3-319-48490-7_13

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  • DOI: https://doi.org/10.1007/978-3-319-48490-7_13

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-319-48489-1

  • Online ISBN: 978-3-319-48490-7

  • eBook Packages: EngineeringEngineering (R0)

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