Sure Staf: A Computerized Staff Scheduling System for Telephone Business Offices
AbstractScheduling of staff between answering incoming calls and processing paper-work has been a continual problem in telephone company Business Offices. A staff scheduling system has been developed and implemented in Bell Canada on a trial basis. Incoming call load data are recorded automatically and are entered daily into a time share computer terminal. The next day's forecast, by half hour, is made by a cyclic exponential smoothing routine and the number of servers required to take calls is calculated using a queueing model of the Business Office. A schedule of call answering periods for the available staff to match the requirements is made using a heuristic algorithm. Managers are able to choose their objective on the accessibility of the office to incoming customer calls and the staff can organize their work day without unplanned interruptions.
Download InfoIf you experience problems downloading a file, check if you have the proper application to view it first. In case of further problems read the IDEAS help page. Note that these files are not on the IDEAS site. Please be patient as the files may be large.
Bibliographic InfoArticle provided by INFORMS in its journal Management Science.
Volume (Year): 20 (1973)
Issue (Month): 4-Part-II (December)
You can help add them by filling out this form.
CitEc Project, subscribe to its RSS feed for this item.
- Ernst, A. T. & Jiang, H. & Krishnamoorthy, M. & Sier, D., 2004. "Staff scheduling and rostering: A review of applications, methods and models," European Journal of Operational Research, Elsevier, vol. 153(1), pages 3-27, February.
- Dietz, Dennis C., 2011. "Practical scheduling for call center operations," Omega, Elsevier, vol. 39(5), pages 550-557, October.
For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Mirko Janc).
If references are entirely missing, you can add them using this form.