Staffing to Maximize Profit for Call Centers with Impatient and Repeat-Calling Customers

Gong, Jun; Yu, Miao; Tang, Jiafu; Li, Manru

doi:10.1155/2015/926504

Cited by 3 publications

(4 citation statements)

References 45 publications

(49 reference statements)

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“…The existing studies reveal that call center system can be regarded as a queueing system [16]. M/M/S, in other words Erlang C model, is the commonly used and the simplest call center queueing model due to obtaining closed form analytical solution [17]. The models developed to calculate the number of essential workforces for the call centers are usually alternative of Erlang C calculations [2,16,18].…”

Section: Literature On Subproblems Of Workforce Scheduling Inmentioning

confidence: 99%

“…They found out that the developed model decreases the expected cost and the abandonment rate of the company by using an applied case study. Considering various types of costs, such as labor, waiting, and abandonment costs, increases the significance [25] 2007 ✓ ✓ ✓ Asgeirsson& Sigurðardóttir [26] 2014 ✓ ✓ Atlason et al [27] 2008 ✓ ✓ Atlason et al [21] 2004 ✓ Avradimis et al [28] 2008 ✓ ✓ Avramidis et al [29] 2009 ✓ Bhulai et al [5] 2008 ✓ ✓ Canon [13] 2007 ✓ ✓ ✓ ✓ Castillo et al [30] 2009 ✓ ✓ ✓ ✓ Cezik&L'Ecuyer [31] 2008 ✓ Defraeye et al [32] 2016 ✓ Dietz [3] 2011 ✓ ✓ ✓ Dudin et al [33] 2013 ✓ Ertogral&Bamuqabel [34] 2008 ✓ ✓ Excoffier [35] 2016 ✓ Gong et al [17] 2015 ✓ Green et al [36] 2007 ✓ Helber&Henken [37] 2010 ✓ ✓ Hojati [38] 2010 ✓ ✓ Ibrahim&L'Ecuyer [39] 2013 ✓ Ingolfsson et al [40] 2010 ✓ ✓ ✓ ✓ Koole&van der Sluis [19] 2003 ✓ ✓ Kyngäs et al [41] 2012 ✓ Liao et al [42] 2009 ✓ Liu et al [43] 2018 ✓ Mattia et al [44] 2017 ✓ ✓ Millán-Ruiz&Hidalgo [45] 2013 ✓ Nah&Kim [46] 2013 ✓ ✓ ✓ ✓ Ormeci et al [47] 2014 ✓ Pot et al [48] 2008 ✓ Restrepo [49] 2017 ✓ ✓ ✓ Robbins&Harrison [50] 2008 ✓ ✓ Robbins&Harrison [51] 2010 ✓ Taskiran&Zhang [52] 2017 ✓ ✓ Wallace&Whitt [53] 2005 ✓ Weinberg et al [54] 2007 ✓ [32] ✓ Dietz [3] ✓ Dudin et al…”

Section: Literature On Subproblems Of Workforce Scheduling Inmentioning

confidence: 99%

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An Integrated Approach for Shift Scheduling and Rostering Problems with Break Times for Inbound Call Centers

Türker

Demiriz

2018

Mathematical Problems in Engineering

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It may be very difficult to achieve the optimal shift schedule in call centers which have highly uncertain and peaked demand during short time periods. Overlapping shift systems are usually designed for such cases. This paper studies shift scheduling and rostering problems for inbound call centers where overlapping shift systems are used. An integer programming model that determines which shifts to be opened and how many operators to be assigned to these shifts is proposed for the shift scheduling problem. For the rostering problem both integer programming and constraint programming models are developed to determine assignments of operators to all shifts, weekly days-off, and meal and relief break times of the operators. The proposed models are tested on real data supplied by an outsource call center and optimal results are found in an acceptable computation time. An improvement of 15% in the objective function compared to the current situation is observed with the proposed model for the shift scheduling problem. The computational performances of the proposed integer and constraint programming models for the rostering problem are compared using real data observed at a call center and simulated test instances. In addition, benchmark instances are used to compare our Constraint Programming (CP) approach with the existing models. The results of the comprehensive computational study indicate that the constraint programming model runs more efficiently than the integer programming model for the rostering problem. The originality of this research can be attributed to two contributions: (a) a model for shift scheduling problem and two models for rostering problem are presented in detail and compared using real data and (b) the rostering problem is considered as a task-resource allocation and considerably shorter computation times are obtained by modeling this new problem via CP.

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Section: Literature On Subproblems Of Workforce Scheduling Inmentioning

confidence: 99%

Section: Literature On Subproblems Of Workforce Scheduling Inmentioning

confidence: 99%

An Integrated Approach for Shift Scheduling and Rostering Problems with Break Times for Inbound Call Centers

Türker

Demiriz

2018

Mathematical Problems in Engineering

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“…See Aguir et al (2008), Aksin et Harker (2003), Avramidis et al (2010), Bhulai et al (2008), Channouf et L'Ecuyer (2012), Dietz (2011), Dietz et Vaver (2006), Koole (2013), Robbins et Harrison (2010), Dudin et al (2013), Legros, Jouini, Dallery (2011), Gong et al (2015, Kim et Park (2010), Cezik et L'Ecuyer (2008). We consider Bhulai et al (2008) to be the model that has most of the similarities with our problem and purpose.…”

Section: Literature Reviewmentioning

confidence: 99%

“…Telephone call centers are a central component in different public and private organizations. Call Centers provide a communication channel between companies and their customers, and call center performance is very important to a company's reputation (Dudin et al, 2013;Gong et al, 2015).…”

Section: Introductionmentioning

confidence: 99%

Scheduling of agents in inbound multilingual call centers

Barbosa¹,

Gomes²,

Chaves³

2017

BJO&PM

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This paper presents an Integer Linear Programming model, which enables the scheduling of agents in call centers according to segmentation by skills, as well as the inclusion of labor law restrictions. The results from the experimental application of this method to situations involving real-time problems are presented, wherein the necessary shifts to meet forecasted demand are provided, in addition to an economically optimum combination of agents and skills, generating a solution, which is sufficient to maintain the desired level of service at the lowest cost possible. The approach proposed in this study presents an alternative worthy of consideration, since it is able to successfully incorporate the flexibility of call centers with skills-based routing in an easy-to-implement model that has proven to be effective in experiments conducted in on-the-job settings. Advances in information technology and telecommunications in recent years have increasingly heightened the presence of call centers in the day-to-day of companies and their customers. Call center management should endeavor to achieve a balance between technical performance and economic performance (labour costs, equipment, trunks and rates). It is estimated that 70% of the operating costs of call centers are currently related to labor costs. This paper provides research on how to significantly reduce personnel-related operational costs without negatively affecting the quality of the service.

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Microalloyed Steels: Past, Present and Future

DeArdo¹

2015

HSLA Steels 2015, Microalloying 2015 &Amp; Offshore Engineering Steels 2015

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Staffing to Maximize Profit for Call Centers with Impatient and Repeat-Calling Customers

Cited by 3 publications

References 45 publications

An Integrated Approach for Shift Scheduling and Rostering Problems with Break Times for Inbound Call Centers

An Integrated Approach for Shift Scheduling and Rostering Problems with Break Times for Inbound Call Centers

Scheduling of agents in inbound multilingual call centers

Microalloyed Steels: Past, Present and Future

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