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Sure Staf: A Computerized Staff Scheduling System for Telephone Business Offices

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Author Info

  • J. G. Church

    (Bell Canada, Montreal)

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    Abstract

    Scheduling 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.

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    File URL: http://dx.doi.org/10.1287/mnsc.20.4.708
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    Bibliographic Info

    Article provided by INFORMS in its journal Management Science.

    Volume (Year): 20 (1973)
    Issue (Month): 4-Part-II (December)
    Pages: 708-720

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    Handle: RePEc:inm:ormnsc:v:20:y:1973:i:4-part-ii:p:708-720

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    Cited by:
    1. Dietz, Dennis C., 2011. "Practical scheduling for call center operations," Omega, Elsevier, vol. 39(5), pages 550-557, October.
    2. 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.

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