A methodology for staffing and scheduling of customer service representatives (CSRs) in a call center

College

Gokongwei College of Engineering

Department/Unit

Industrial Engineering

Document Type

Article

Source Title

DLSU Engineering Journal

Volume

16

Issue

2

Publication Date

2004

Abstract

This paper deals with the manpower planning problem in a call center company. It proposes a methodology that staffs and schedules customer service representative (CSRs) for a call center. The staffing problem is addressed by a simulation model that helps determine the required number of CSRs in a planning period by taking into direct consideration the client pre-determined service level that the call center should meet. The scheduling aspect on the other hand is handled by an integer programming model that assigns CSRs to work shifts and overtime, if needed, seeking to minimize the centers total labor cost over the chosen planning horizon.

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Disciplines

Operations Research, Systems Engineering and Industrial Engineering

Keywords

Call centers--Personnel management; Customer services--Management

Shelf Location

Archives, The Learning Commons, 12F, Henry Sy Sr. Hall

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