Call Center Staffing and Shift Optimization - Ertaban, Cihangir
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Inbound call center problems need decisions in four main areas; the number of incoming calls, necessary number of agents to handle these calls, shift starting times for the operations and the number of agents to be allocated to each shift. Call center models mainly cover these areas seperately. This study approaches to the problem with an integrated Markovian approximation, heuristic supported simulation and optimization model. Incoming demand data is adapted from a private Turkish Bank and an application of the model is conducted. Moreover, probabilistic lunch breaks are introduced to the…mehr

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Produktbeschreibung
Inbound call center problems need decisions in four main areas; the number of incoming calls, necessary number of agents to handle these calls, shift starting times for the operations and the number of agents to be allocated to each shift. Call center models mainly cover these areas seperately. This study approaches to the problem with an integrated Markovian approximation, heuristic supported simulation and optimization model. Incoming demand data is adapted from a private Turkish Bank and an application of the model is conducted. Moreover, probabilistic lunch breaks are introduced to the optimization part of the model. Finally, the model can be used as an easy decision support tool for the call center managers.
Autorenporträt
Cihangir Ertaban was born in Bursa, Turkey and lives now in ¿stanbul. He earned his B.S. degree in ¿stanbul Technical University, Management Engineering and M.S. degree in Böaziçi University, Industrial Engineering. He lost her mother, for whom he lived for and dedicates this book for, at the summer of 2011.