Refined square-root staffing for call centers with impatient customers

Research output: Book/ReportReportAcademic

74 Downloads (Pure)


In call centers it is crucial to staff the right number of agents so that the targeted service levels are met. These staffing problems typically lead to constraint satisfaction problems that are hard to solve. During the last decade, a beautiful asymptotic theory has been developed to solve such problems for large call centers operating in the quality-and-efficiency-driven (QED) regime. In this asymptotic regime, optimal staffing rules are known to obey the square-root staffing principle. This paper presents refinements to this principle that take into account the effect of impatient customers and work well for small systems.
Original languageEnglish
Place of PublicationEindhoven
Number of pages21
Publication statusPublished - 2009

Publication series

NameReport Eurandom
ISSN (Print)1389-2355


Dive into the research topics of 'Refined square-root staffing for call centers with impatient customers'. Together they form a unique fingerprint.

Cite this