期刊
OMEGA-INTERNATIONAL JOURNAL OF MANAGEMENT SCIENCE
卷 43, 期 -, 页码 41-53出版社
PERGAMON-ELSEVIER SCIENCE LTD
DOI: 10.1016/j.omega.2013.06.003
关键词
Call center operations; Workforce scheduling; Rostering; Pick-and-drop services; Agent satisfaction; Mixed integer programming
资金
- TUBITAK
We address the staff rostering problem in call centers with the goal of balancing operational cost, agent satisfaction and customer service objectives. In metropolitan cities such as Istanbul and Mumbai, call centers provide the transportation of their staff so that shuttle costs constitute a significant part of the operational costs. We develop a mixed integer programming model that incorporates the shuttle requirements at the beginning and end of the shifts into the agent-shift assignment decisions, while considering the skill sets of the agents, and other constraints due to workforce regulations and agent preferences. We analyze model solutions for a banking call center under various management priorities to understand the interactions among the conflicting objectives. We show that considering transportation costs as well as agent preferences in agent-shift assignments provides significant benefits in terms of both cost savings and employee satisfaction. (C) 2013 Elsevier Ltd. All rights reserved.
作者
我是这篇论文的作者
点击您的名字以认领此论文并将其添加到您的个人资料中。
推荐
暂无数据