Publication: Shift scheduling in call centers with multiple skill sets and transportation costs
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Emil, Emre
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Abstract
Workforce plans in call centers, which typically operate 24 hours a day, 7 days a week, must satisfy both customer service level requirements and personnel constraints. Moreover, in large metropolitan areas such as Istanbul, call centers provide transportation for their staff, making shuttle costs a significant component of total operational expenses. We present a mathematical model that minimizes transportation costs while satisfying both service level requirements and personnel constraints. We evaluate our model using data from call centers.
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IEEE
Subject
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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