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Shift scheduling in call centers with multiple skill sets and transportation costs

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Emil, Emre

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Workforce plans in call centers, mostly working 24 hours a day and 7 days a week, have to sAtışfy both custÖmer service levels and personnel constraints. Moreover, in large metropolitans such as Istanbul, call centers provide the transportation of the staff, so that shuttle costs constitute a major part of the total operational costs. We present a mathematical model which minimizes the transportation costs while sAtışfying service level and personnel constraints. We test our model with data from call centers.

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IEEE

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Business, Engineering, Electrical and electronic engineering, Information science, Library science, Management, Operations research, Management science

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Proceedings of The 2007 IEEE International Conference on Service Operations and Logistics, and Informatics

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