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Optimization of Multi-skill Call Centers Contracts and Work-shifts

Author

Listed:
  • Roberto Cordone

    (Dipartimento di Scienze dell'Informazione, Università degli Studi di Milano, Via Comelico 39, 20135 Milano, Italy)

  • Andrea Piselli

    (Studio Zeta S.R.L., Via Lissoni 5, 20052 Monza, Italy)

  • Paolo Ravizza

    (Studio Zeta S.R.L., Via Lissoni 5, 20052 Monza, Italy)

  • Giovanni Righini

    (Dipartimento di Tecnologie dell'Informazione, Università degli Studi di Milano, Via Bramante 65, 26013 Crema, Italy)

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. [ Service Science , ISSN 2164-3962 (print), ISSN 2164-3970 (online), was published by Services Science Global (SSG) from 2009 to 2011 as issues under ISBN 978-1-4276-2090-3.]

Suggested Citation

  • Roberto Cordone & Andrea Piselli & Paolo Ravizza & Giovanni Righini, 2011. "Optimization of Multi-skill Call Centers Contracts and Work-shifts," Service Science, INFORMS, vol. 3(1), pages 67-81, March.
    • Handle: RePEc:inm:orserv:v:3:y:2011:i:1:p:67-81
    DOI: 10.1287/serv.3.1.67
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