Call centers are complex systems in which it is essential to optimize the trade-off between the service level provided to the customers and the cost for the personnel. In this paper we describe a quantitative approach to choose the most suitable contracts to hire the call center operators. The aim is to organize their work-shifts and their rest periods, including lunch-breaks, in such a way that the mix of skills obtained in each time slot is as close as possible to a desired level, estimated according to demand forecasts. The approach here proposed is based on a heuristic method which exploits a general purpose linear programming solver.
Optimization of multi-skill call centers contracts and work-shifts / R. Cordone, A. Piselli, P. Ravizza, G. Righini. - In: SERVICE SCIENCE. - ISSN 2164-3970. - 3:1(2011), pp. 67-81. [10.1287/serv.3.1.67]
Optimization of multi-skill call centers contracts and work-shifts
R. CordonePrimo
;G. RighiniUltimo
2011
Abstract
Call centers are complex systems in which it is essential to optimize the trade-off between the service level provided to the customers and the cost for the personnel. In this paper we describe a quantitative approach to choose the most suitable contracts to hire the call center operators. The aim is to organize their work-shifts and their rest periods, including lunch-breaks, in such a way that the mix of skills obtained in each time slot is as close as possible to a desired level, estimated according to demand forecasts. The approach here proposed is based on a heuristic method which exploits a general purpose linear programming solver.Pubblicazioni consigliate
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