Staffing call centers under arrival-rate uncertainty with Bayesian updates

Jing Zan, John J. Hasenbein*, David P. Morton, Vijay Mehrotra

*Corresponding author for this work

Research output: Contribution to journalArticlepeer-review

7 Scopus citations


We consider the problem of staffing service centers with quality-of-service constraints. We focus on the case where the arrival rates are uncertain. We introduce formulations that handle staffing decisions made over two decision periods, minimizing the staffing costs over the stages while satisfying a service quality constraint on the second stage operation. A Bayesian update is used to obtain the second-stage arrival-rate distribution based on the first stage prior arrival-rate distribution and the observations in the first stage.

Original languageEnglish (US)
Pages (from-to)379-384
Number of pages6
JournalOperations Research Letters
Issue number4
StatePublished - Jul 2018


  • Bayesian update
  • Call center staffing
  • Erlang-C
  • Quality-of-service
  • Stochastic programming

ASJC Scopus subject areas

  • Software
  • Management Science and Operations Research
  • Industrial and Manufacturing Engineering
  • Applied Mathematics


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