Call centers enable organizations to manage and communicate with large numbers of people or customers in an efficient and cost-effective manner. For many organizations the efficiency of call center operations has a significant impact on the organization‟s success. Some call centers are indeed the primary source of generating revenue for the organization such as a catalogue company or an airline. The costs of creating and maintaining a call center can be significant in terms of the initial investment and ongoing recurring costs management. In perhaps most cases, the two highest costs components are staffing and telecommunications service. This report provides an optimization model for call center staffing and telecom costs (specifically telecommunications trunking) and these components are directly related. The purpose of this report is to examine traffic for a generic call center, conduct an optimization analysis of staffing and telecom trunking, and identify the thresholds that signal the implementation of changes in telecommunications trucking and staffing to address significant changes in traffic load.
Jiang, Jing; Boules, Zeina; and Cooper, Mel, "Call Center Optimization and Staff Scheduling Utilizing the Eland A Model" (2013). Engineering and Technology Management Student Projects. 461.