We consider the issue of call center scheduling in an environment where arrivals rates are highly variable, aggregate volumes are uncertain, and the call center is subject to a global service level constraint. This paper is motivated by work with a provider of outsourced technical support...

We consider the issue of new project staffing in an outsourced call center required to meet a monthly Service Level Agreement (SLA). We present empirical analysis generated during a field study with a provider of outsourced call center services to illustrate the unique issues related to staffing...

This dissertation addresses the issue of capacity management in a professional services context; specifically a call center based support operation with contractually committed Service Level Agreements (SLAs). The focus of this research is on capacity planning in the face of uncertainty. I...