Practical scheduling for call center operations

Dietz, David

doi:10.1016/j.omega.2010.12.001

Cited by 43 publications

(25 citation statements)

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“…The services they offer have also dramatically increased. Therefore, it is not possible for most call centers to create a structure in which all agents are capable of attending all types of calls (Dietz, 2011). As a result, generally, the phone system first captures information about the call in order to determine which agents can attend the call, and then it is transferred accordingly.…”

Section: Literature Reviewmentioning

confidence: 99%

“…See Aguir et al (2008), Aksin et Harker (2003), Avramidis et al (2010), Bhulai et al (2008), Channouf et L'Ecuyer (2012), Dietz (2011), Dietz et Vaver (2006), Koole (2013), Robbins et Harrison (2010), Dudin et al (2013), Legros, Jouini, Dallery (2011), Gong et al (2015, Kim et Park (2010), Cezik et L'Ecuyer (2008). We consider Bhulai et al (2008) to be the model that has most of the similarities with our problem and purpose.…”

Section: Literature Reviewmentioning

confidence: 99%

“…228-238 DOI: 10.14488/BJOPM.2017 The matrix s t,h , previously described in the model by Dietz (2011) and the formula based on Bhulai et al (2008), is also used in this formula and indicates the demand for agents with skill h in time interval t.…”

Section: Model Formulationmentioning

confidence: 99%

“…Many commercial enterprises and public agencies operate centralized call centers to provide effective inbound service as pointed out by Dietz (2011). Telephone call centers are a central component in different public and private organizations.…”

Section: Introductionmentioning

confidence: 99%

“…As economies grow, the focus of companies on relationships with their customers also grows, and call centers are one of the main tools used to achieve this (Dietz, 2011). This paper focuses on daily scheduling in which a real-time problem is addressed.…”

Section: Introductionmentioning

confidence: 99%

See 4 more Smart Citations

Scheduling of agents in inbound multilingual call centers

Barbosa¹,

Gomes²,

Chaves³

2017

BJO&PM

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This paper presents an Integer Linear Programming model, which enables the scheduling of agents in call centers according to segmentation by skills, as well as the inclusion of labor law restrictions. The results from the experimental application of this method to situations involving real-time problems are presented, wherein the necessary shifts to meet forecasted demand are provided, in addition to an economically optimum combination of agents and skills, generating a solution, which is sufficient to maintain the desired level of service at the lowest cost possible. The approach proposed in this study presents an alternative worthy of consideration, since it is able to successfully incorporate the flexibility of call centers with skills-based routing in an easy-to-implement model that has proven to be effective in experiments conducted in on-the-job settings. Advances in information technology and telecommunications in recent years have increasingly heightened the presence of call centers in the day-to-day of companies and their customers. Call center management should endeavor to achieve a balance between technical performance and economic performance (labour costs, equipment, trunks and rates). It is estimated that 70% of the operating costs of call centers are currently related to labor costs. This paper provides research on how to significantly reduce personnel-related operational costs without negatively affecting the quality of the service.

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Section: Literature Reviewmentioning

confidence: 99%