Simple Methods for Shift Scheduling in Multiskill Call Centers

Authors:
Sandjai Bhulai;Ger Koole;Auke Pot
Affiliations:
Department of Mathematics, Vrije Universiteit, 1081HV Amsterdam, The Netherlands;Department of Mathematics, Vrije Universiteit, 1081HV Amsterdam, The Netherlands;Department of Mathematics, Vrije Universiteit, 1081HV Amsterdam, The Netherlands
Venue:
Manufacturing & Service Operations Management
Year:
2008

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Abstract

This paper introduces a new method for shift scheduling in multiskill call centers. The method consists of two steps. First, staffing levels are determined, and next, in the second step, the outcomes are used as input for the scheduling problem. The scheduling problem relies on a linear programming model that is easy to implement and has short computation times, i.e., a fraction of a second. Therefore, it is useful for different purposes and it can be part of an iterative procedure: for example, one that combines shifts into rosters.