Simple Methods for Shift Scheduling in Multiskill Call Centers

This paper introduces a new method for shift scheduling in multiskill call centers. The method consists of two steps. First, staffing levels are determined, and next, in the second step, the outcomes are used as input for the scheduling problem. The scheduling problem relies on a linear programming...

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Bibliographic Details
Published in:Manufacturing & service operations management 2008-07, Vol.10 (3), p.411-420
Main Authors: Bhulai, Sandjai, Koole, Ger, Pot, Auke
Format: Article
Language:English
Subjects:
Algorithms
Call centers
contact centers
Costs
Employees
Human resource management
Integer programming
Linear programming
Management
Methods
multiskill call centers
Multitasking
Scheduling
shift scheduling
Shift work
Simulation
skill-based routing
Skills
staffing
Studies
Workforce
workforce management
Workforce planning
Workloads
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Summary:This paper introduces a new method for shift scheduling in multiskill call centers. The method consists of two steps. First, staffing levels are determined, and next, in the second step, the outcomes are used as input for the scheduling problem. The scheduling problem relies on a linear programming model that is easy to implement and has short computation times, i.e., a fraction of a second. Therefore, it is useful for different purposes and it can be part of an iterative procedure: for example, one that combines shifts into rosters.
ISSN:1523-4614
1526-5498
DOI:10.1287/msom.1070.0172