2004b. Optimizing call center staffing using simulation and analytic center cutting plane methods

We present a simulation-based analytic center cutting plane method to solve a sample aver-age approximation of a call center problem of minimizing staffing costs, while maintaining an acceptable level of service in multiple time periods. We establish convergence of the method when the service level functions are discrete pseudoconcave. An extensive numerical study of a moderately large call center shows that the method is robust, and, in most of the test cases, outperforms traditional staffing heuristics that are based on analytical queuing methods.