Simple Methods for Shift Scheduling in Multiskill Call Centers

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.contact centers, multiskill call centers, shift scheduling, skill-based routing, staffing, workforce management

Scheduling of agents in inbound multilingual call centers

“…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.…”

“…However, the algorithm does not take into consideration different costs according to the skills of agents. Channouf et L'Ecuyer (2012) present an algorithm for multi-skill call center sizing through simulation and linear programming, without solving, however, the scheduling problem of Bhulai et al (2008), who propose an algorithm for multi-skill scheduling in two stages: in the first, they use the model designed by Channouf et L'Ecuyer (2012) to determine the optimum number of agents per profile; in the second they use an integer program to solve the scheduling problem. The model proposed herein is the result of adaptations made to the work of Bhulai et al (2008).…”

“…In Bhulai et al (2008), an algorithm is presented that, in the first stage, calculates the necessary number of agents for each profile and, then, creates the shifts of these agents in order to meet the minimum demand calculated in the previous stage. Since the focus of this study is scheduling, only the second stage of the algorithm will be described and tested in this article, in order to have a basis of comparison.…”

“…In this paper, demand is measured according to call type and not agent profile, which made it necessary to adapt the formula described in Bhulai et al (2008).…”

“…Therefore, the decision variables y t,p,h have no usefulness, except for ensuring data consistency. In Bhulai et al (2008), it was reported that good runtimes were obtained from its formula, but that the number of variables grows rapidly when more call types, agent profiles or a larger planning horizon are added.…”