Optimizing multi-skill call center staffing using queuing models: A study of service level

Abstract

This paper discusses the staffing problem of a multi-skill call center based on queueing model. In this model, there are three types of calls and four types of agents with various skills. By using results from M/M/c and M/M/c/c queueing systems, we describe and obtain the state-transition rates of the study model. Then, we establish equations for the steady-state probabilities and compute the formula of the service level. Finally, we apply a numerical example through the derived results and calculate the steady-state probabilities, service levels, the optimal number of agents in each group, and illustrate how these influence factors in the whole system.