Yayınlanmış 1 Ocak 2007 | Sürüm v1
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Shift scheduling in call centers with multiple skill sets and transportation costs

  • 1. Bogazici Univ, Dept Ind Engn, TR-34342 Istanbul, Turkey
  • 2. Koc Univ, Coll Engn, TR-34450 Istanbul, Turkey

Açıklama

Workforce plans in call centers, mostly working 24 hours a day and 7 days a week, have to satisfy both customer 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 satisfying service level and personnel constraints. We test our model with data from call centers.

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