The Staffing Optimization Problem for the M-Design Multi-Skill Call Center Based on Queuing Model

Abstract

This paper studied the staffing problem of the M-design multi-skill call center with impatient customers. It is very necessary to consider the customer’s impatience characteristics in the model. The queuing model method is used to obtain the system performance index and service level calculation formula. We establish the staffing calculation model for optimal number of the agents in each group, and the model is extended to the general situation of multiple phone types and multiple agent groups. A heuristic algorithm is adopted, which is the ant colony algorithm to solve the model, and the algorithm process is given. The numerical examples are used to further analyze the influence of impatience factors on the whole system, and an example analysis is carried out.