A research on shift scheduling problem in multi-skill call center

Author

Dai, Tao ; Huo, Jiazhen

Author_Institution

Sch. of Econ. & Manage., Tongji Univ., Shanghai

Volume

1

fYear

2008

fDate

12-15 Oct. 2008

Firstpage

655

Lastpage

658

Abstract

Shift scheduling is the connection between the predicted workload calculation and the staff allocation. Obviously, the predicted workload calculation and staff allocation will become meaningless with bad shifts. Considering the characteristics of the multi-skill call center, a new viewpoint of understanding multi-skill was generated. Based on the new viewpoint and a reasonable assumption, a linear programming model, which is easy to implement and has short computation time, was built to solve the shift scheduling problem. A numerical experiment was presented to testify the effectivity of the model.

Keywords

call centres; human resource management; linear programming; personnel; scheduling; service industries; linear programming model; multiskill call center; shift scheduling problem; staff allocation; Bridges; Character generation; Costs; Industrial relations; Job shop scheduling; Linear programming; Monitoring; Processor scheduling; Productivity; Testing; call center; multi-skill; shift scheduling;

fLanguage

English

Publisher

ieee

Conference_Titel

Service Operations and Logistics, and Informatics, 2008. IEEE/SOLI 2008. IEEE International Conference on

Conference_Location

Beijing

Print_ISBN

978-1-4244-2012-4

Electronic_ISBN

978-1-4244-2013-1

Type

conf

DOI

10.1109/SOLI.2008.4686479

Filename

4686479