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

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dc.conference.dateAUG 27-29, 2007
dc.conference.locationPennsylvania, United States
dc.conference.organizer2007 IEEE International Conference on Service Operations and Logistics, and Informatics, SOLI
dc.contributor.coauthorEmil, Emre
dc.contributor.departmentDepartment of Industrial Engineering
dc.contributor.facultymemberYes
dc.contributor.kuauthorÖrmeci, Lerzan
dc.contributor.kuauthorSalman, Fatma Sibel
dc.contributor.schoolcollegeinstituteCollege of Engineering
dc.date.accessioned2024-11-09T23:37:57Z
dc.date.issued2007
dc.description.abstractWorkforce 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.
dc.description.fulltextNo
dc.description.harvestedfromManual
dc.description.indexedbyWOS
dc.description.indexedbyScopus
dc.description.openaccessNO
dc.description.peerreviewstatusN/A
dc.description.publisherscopeInternational
dc.description.readpublishN/A
dc.description.sponsoredbyTubitakEuN/A
dc.description.sponsorshipTurkish Science and Technology Research Council This work has been supported by TUBITAK, Turkish Science and Technology Research Council. The authors would like to thank Finansbankand Siemens Call Centers for the data and valuable discussions.
dc.description.studentonlypublicationNo
dc.description.studentpublicationNo
dc.description.versionN/A
dc.identifier.WoSQuartileN/A
dc.identifier.embargoN/A
dc.identifier.endpage85
dc.identifier.isbn9781424411177
dc.identifier.scopus2-s2.0-51849169046
dc.identifier.startpage80
dc.identifier.urihttps://hdl.handle.net/20.500.14288/12909
dc.identifier.wos00250780200014
dc.keywordsCall center operations
dc.keywordsWorkforce planning
dc.keywordsShift scheduling
dc.keywordsTransportation
dc.keywordsMixed integer programming
dc.language.isoeng
dc.publisherIEEE
dc.relation.affiliationKoç University
dc.relation.collectionKoç University Institutional Repository
dc.relation.ispartofProceedings of The 2007 IEEE International Conference on Service Operations and Logistics, and Informatics
dc.relation.openaccessN/A
dc.rightsN/A
dc.subjectBusiness
dc.subjectEngineering
dc.subjectElectrical and electronic engineering
dc.subjectInformation science
dc.subjectLibrary science
dc.subjectManagement
dc.subjectOperations research
dc.subjectManagement science
dc.titleShift scheduling in call centers with multiple skill sets and transportation costs
dc.typeConference Proceeding
dspace.entity.typePublication
local.contributor.kuauthorÖrmeci, Lerzan
local.contributor.kuauthorSalman, Fatma Sibel
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