In this paper, we analyze the performance of call centers of financial serviceproviders with two levels of support and a time-dependent overflow mechanism.Waiting calls from the front-office queue flow over to the back office, if a waiting-timelimit is reached and at least one back-office agent...

This paper proposes two stochastic programming models for master production scheduling with capacity-load factor scenarios. In contrast to other work on production planning with load-dependent lead times or dynamic capacity loads, we iteratively build a set of realistic capacity-load factor...

In this paper, we analyze the performance of call centers of financial service providers with two levels of support and a time-dependent overflow mechanism. Waiting calls from the front-office queue flow over to the back office, if a waiting-time limit is reached and at least one back-office...

Ensuring customer satisfaction is one of the main objectives of a call center. We focus on the question of how many agents are necessary and how they should be allocated to maintain a service level threshold and reduce the expected waiting time of the customers. In this paper, we consider a...

In this paper, we analyze the performance of call centers of financial service providers with two levels of support and a time-dependent overflow mechanism. Waiting calls from the front-office queue flow over to the back office, if a waiting-time limit is reached and at least one back-office...