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

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  • 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.

Suggested Citation

  • Helber, Stefan & Henken, Kirsten, 2007. "Profit-oriented shift scheduling of inbound contact centers with skills-based routing, impatient customers, and retrials," Hannover Economic Papers (HEP) dp-379, Leibniz Universität Hannover, Wirtschaftswissenschaftliche Fakultät.
  • Handle: RePEc:han:dpaper:dp-379
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    Cited by:

    1. Stefan Helber & Katja Schimmelpfeng & Raik Stolletz & Svenja Lagershausen, 2011. "Using linear programming to analyze and optimize stochastic flow lines," Annals of Operations Research, Springer, vol. 182(1), pages 193-211, January.
    2. Örmeci, E. Lerzan & Salman, F. Sibel & Yücel, Eda, 2014. "Staff rostering in call centers providing employee transportation," Omega, Elsevier, vol. 43(C), pages 41-53.
    3. 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.
    4. De Bruecker, Philippe & Van den Bergh, Jorne & Beliën, Jeroen & Demeulemeester, Erik, 2015. "Workforce planning incorporating skills: State of the art," European Journal of Operational Research, Elsevier, vol. 243(1), pages 1-16.
    5. repec:spr:orspec:v:39:y:2017:i:4:d:10.1007_s00291-017-0487-x is not listed on IDEAS

    More about this item

    Keywords

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

    JEL classification:

    • C61 - Mathematical and Quantitative Methods - - Mathematical Methods; Programming Models; Mathematical and Simulation Modeling - - - Optimization Techniques; Programming Models; Dynamic Analysis

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