具有多种技能组合和运输成本的呼叫中心轮班调度

Emre Emil, E. L. Ormeci, F. Salman
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引用次数: 2

摘要

呼叫中心的劳动力计划主要是每周7天,每天24小时工作,必须同时满足客户服务水平和人员限制。此外,在伊斯坦布尔这样的大城市,呼叫中心提供工作人员的交通服务,因此往返费用占总运营成本的很大一部分。在满足服务水平和人员约束的前提下,建立了运输成本最小化的数学模型。我们用呼叫中心的数据来测试我们的模型。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
Shift Scheduling in Call Centers with Multiple Skill Sets and Transportation Costs
Workforce plans in call centers, mostly working 24 hours a day and 7 days a week, have to satisfy both customer service levels and personnel constraints. Moreover, in large metropolitans such as Istanbul, call centers provide the transportation of the staff, so that shuttle costs constitute a major part of the total operational costs. We present a mathematical model which minimizes the transportation costs while satisfying service level and personnel constraints. We test our model with data from call centers.
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