Profit-oriented shift scheduling of inbound contact centers with skills-based routing, impatient customers, and retrials
AbstractThis 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.
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Bibliographic InfoPaper provided by Leibniz Universität Hannover, Wirtschaftswissenschaftliche Fakultät in its series Diskussionspapiere der Wirtschaftswissenschaftlichen Fakultät der Leibniz Universität Hannover with number dp-379.
Length: 26 pages
Date of creation: Oct 2007
Date of revision:
Call center; contact center; workforce scheduling; shift scheduling; stochastic programming.;
Find related papers by JEL classification:
- C61 - Mathematical and Quantitative Methods - - Mathematical Methods; Programming Models; Mathematical and Simulation Modeling - - - Optimization Techniques; Programming Models; Dynamic Analysis
This paper has been announced in the following NEP Reports:
- NEP-ALL-2007-11-17 (All new papers)
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- Helber, Stefan & Schimmelpfeng, Katja & Stolletz, Raik & Lagershausen, Svenja, 2008. "Using linear programming to analyze and optimize stochastic flow lines," Diskussionspapiere der Wirtschaftswissenschaftlichen FakultÃ¤t der Leibniz UniversitÃ¤t Hannover dp-389, Leibniz Universität Hannover, Wirtschaftswissenschaftliche Fakultät.
- 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.
- Creemers, Stefan & Defraeye, Mieke & Van Nieuwenhuyse, Inneke, 2013. "A Markov model for measuring service levels in nonstationary G(t)/G(t)/s(t)+G(t) queues," Open Access publications from Katholieke Universiteit Leuven urn:hdl:123456789/397178, Katholieke Universiteit Leuven.
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