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

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dc.contributor.coauthorEmil, Emre
dc.contributor.departmentDepartment of Industrial Engineering
dc.contributor.departmentDepartment of Industrial Engineering
dc.contributor.kuauthorÖrmeci, Lerzan
dc.contributor.kuauthorSalman, Fatma Sibel
dc.contributor.kuprofileFaculty Member
dc.contributor.kuprofileFaculty Member
dc.contributor.otherDepartment of Industrial Engineering
dc.contributor.schoolcollegeinstituteCollege of Engineering
dc.contributor.schoolcollegeinstituteCollege of Engineering
dc.contributor.yokid32863
dc.contributor.yokid178838
dc.date.accessioned2024-11-09T23:37:57Z
dc.date.issued2007
dc.description.abstractWorkforce 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.
dc.description.indexedbyWoS
dc.description.indexedbyScopus
dc.description.openaccessNO
dc.description.publisherscopeInternational
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.identifier.doiN/A
dc.identifier.isbn978-1-4244-1117-7
dc.identifier.quartileN/A
dc.identifier.scopus2-s2.0-51849169046
dc.identifier.uriN/A
dc.identifier.urihttps://hdl.handle.net/20.500.14288/12909
dc.identifier.wos250780200014
dc.keywordsCall center operations
dc.keywordsWorkforce planning
dc.keywordsShift scheduling
dc.keywordsTransportation
dc.keywordsMixed integer programming
dc.languageEnglish
dc.publisherIEEE
dc.sourceProceedings of The 2007 IEEE International Conference on Service Operations and Logistics, and Informatics
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.authorid0000-0003-3575-8674
local.contributor.authorid0000-0001-6833-2552
local.contributor.kuauthorÖrmeci, Lerzan
local.contributor.kuauthorSalman, Fatma Sibel
relation.isOrgUnitOfPublicationd6d00f52-d22d-4653-99e7-863efcd47b4a
relation.isOrgUnitOfPublication.latestForDiscoveryd6d00f52-d22d-4653-99e7-863efcd47b4a

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