Advanced Search
MyIDEAS: Login

Profit-oriented shift scheduling of inbound contact centers with skills-based routing, impatient customers, and retrials

Contents:

Author Info

  • Helber, Stefan
  • Henken, Kirsten

Abstract

This paper presents a profit-oriented shift scheduling approach for inbound contact centers. The focus is on systems in which multiple agent classes with different qualifications serve multiple customer classes with different needs. We assume that customers are impatient, abandon if they have to wait, and that they may retry. A discrete-time modeling approach is used to capture the dynamics of the system due to time-dependent arrival rates. Staffing levels and shift schedules are simultaneously optimized over a set of different approximate realizations of the underlying stochastic processes to consider the randomness of the system. The numerical results indicate that the presented approach works best for medium-sized and large contact centers with skills-based routing of customers for which stochastic queueing models are rarely applicable.

Download Info

If 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.
File URL: http://diskussionspapiere.wiwi.uni-hannover.de/pdf_bib/dp-379.pdf
Download Restriction: no

Bibliographic Info

Paper provided by Leibniz Universität Hannover, Wirtschaftswissenschaftliche Fakultät in its series Hannover Economic Papers (HEP) with number dp-379.

as in new window
Length: 26 pages
Date of creation: Oct 2007
Date of revision:
Handle: RePEc:han:dpaper:dp-379

Contact details of provider:
Postal: Koenigsworther Platz 1, D-30167 Hannover
Phone: (0511) 762-5350
Fax: (0511) 762-5665
Web page: http://www.wiwi.uni-hannover.de
More information through EDIRC

Related research

Keywords: Call center; contact center; workforce scheduling; shift scheduling; stochastic programming.;

Find related papers by JEL classification:

This paper has been announced in the following NEP Reports:

References

No references listed on IDEAS
You can help add them by filling out this form.

Citations

Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
as in new window

Cited by:
  1. Helber, Stefan & Schimmelpfeng, Katja & Stolletz, Raik & Lagershausen, Svenja, 2008. "Using linear programming to analyze and optimize stochastic flow lines," Hannover Economic Papers (HEP) dp-389, Leibniz Universität Hannover, Wirtschaftswissenschaftliche Fakultät.
  2. Van den Bergh, Jorne & Beliën, Jeroen & De Bruecker, Philippe & Demeulemeester, Erik & De Boeck, Liesje, 2013. "Personnel scheduling: A literature review," European Journal of Operational Research, Elsevier, vol. 226(3), pages 367-385.

Lists

This item is not listed on Wikipedia, on a reading list or among the top items on IDEAS.

Statistics

Access and download statistics

Corrections

When requesting a correction, please mention this item's handle: RePEc:han:dpaper:dp-379. See general information about how to correct material in RePEc.

For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Heidrich, Christian).

If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

If references are entirely missing, you can add them using this form.

If the full references list an item that is present in RePEc, but the system did not link to it, you can help with this form.

If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your profile, as there may be some citations waiting for confirmation.

Please note that corrections may take a couple of weeks to filter through the various RePEc services.