An integrated model for capacity planning and dynamic control in call center networks with general SLAs

We address the following problems that arise in the management of call center operating under certain Service Level Agreements (SLAs): (1) setting the capacity levels of the agent pools; (2) constructing a routing scheme for arriving customers; and (3) devising a dynamic priority rule for customers waiting at each pool. We develop a mathematical programming approach to simultaneously solve this integrated planning problem and show how it can be used in strategic call center design studies.