A fair staff allocation rule for the capacity pooling of multiple call centers

Pengfei GUO, Mingming LENG, Yulan WANG

Research output: Journal PublicationsJournal Article (refereed)

5 Citations (Scopus)

Abstract

We construct a cooperative staffing game to investigate how to fairly allocate a reduced number of staff among multiple call centers that pool (centralize) their capacities. We show that this game is essential and submodular, and, thereby, convex with a non-empty core. We also propose a neat Shapley value-characterized staff-allocation rule, which exists in the core of the game.
Original languageEnglish
Pages (from-to)490-493
Number of pages4
JournalOperations Research Letters
Volume41
Issue number5
Early online date20 Jun 2013
DOIs
Publication statusPublished - Sep 2013

Fingerprint

Call Centres
Pooling
Game
Shapley Value
Cooperative Game
Allocation rules
Staff
Call centres

Bibliographical note

For this research, the second author (Mingming Leng) was supported by the General Research Fund of the Hong Kong Research Grants Council under Research Project No. LU340409, and the third author (Yulan Wang) was supported by the Hong Kong Polytechnic University under Project No. 1-ZV7K.

Keywords

  • Call center pooling
  • Square-root safety staffing rule
  • Cooperative game
  • Shapley value

Cite this

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A fair staff allocation rule for the capacity pooling of multiple call centers. / GUO, Pengfei; LENG, Mingming; WANG, Yulan.

In: Operations Research Letters, Vol. 41, No. 5, 09.2013, p. 490-493.

Research output: Journal PublicationsJournal Article (refereed)

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