IE interfaces (산업공학)

Korean Institute of Industrial Engineers (대한산업공학회)
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The Staffing Problem at the Call Center by Optimization and Simulation

최적화와 시뮬레이션을 이용한 콜센터의 인력 배치 연구

  • Kim, Seong-Moon (School of Business, Yonsei University) ;
  • Nah, Jeong-Eun (Department of Computer Science, College of Engineering, Yonsei University) ;
  • Kim, Su-Mi (School of Business, Yonsei University)
  • 김성문 (연세대학교 경영대학 경영학과) ;
  • 나정은 (연세대학교 공과대학 컴퓨터과학과) ;
  • 김수미 (연세대학교 경영대학 경영학과)
  • Received : 2010.03.03
  • Accepted : 2010.09.10
  • Published : 2011.03.01
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Abstract

We develop a nonlinear integer programming model which minimizes the total cost with the optimal number of operators to hire and their optimal allocation to the tasks under the diverse constraints such as the weekly, daily, and hourly maximum allowable abandonment rates for the time-varying inbound call volume. We present a case study based on actual data at a call center, in order to prove the validity of applying the optimization method proposed. By the one-sample two-tailed t-test, we confirm that the expected abandonment rates resulting from the optimization method are identical with the ones from the discrete-event simulation within specified confidence intervals.

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References

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