Optimal selection of contracts and work shifts in multi-skill call centers

This paper deals with the problem of finding the most suitable contracts to be used when hiring the operators of a call center and deciding their optimal working schedule, to optimize the trade-off between the service level provided to the customers and the cost of the personnel. In a previous paper...

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Autores principales:	Roberto Cordone, Pierre Hosteins, Giovanni Righini, Paolo Ravizza, Andrea Piselli
Formato:	article
Lenguaje:	EN
Publicado:	Elsevier 2014
Materias:	Workforce management Call center optimization Integer linear programming GRASP Applied mathematics. Quantitative methods T57-57.97 Electronic computers. Computer science QA75.5-76.95
Acceso en línea:	https://doaj.org/article/9d935e341ea34a7893264fef6d98cbb5
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spelling	oai:doaj.org-article:9d935e341ea34a7893264fef6d98cbb52021-12-02T05:00:41ZOptimal selection of contracts and work shifts in multi-skill call centers2192-440610.1007/s13675-013-0019-7https://doaj.org/article/9d935e341ea34a7893264fef6d98cbb52014-11-01T00:00:00Zhttp://www.sciencedirect.com/science/article/pii/S2192440621000356https://doaj.org/toc/2192-4406This paper deals with the problem of finding the most suitable contracts to be used when hiring the operators of a call center and deciding their optimal working schedule, to optimize the trade-off between the service level provided to the customers and the cost of the personnel. In a previous paper (Cordone et al. 2011), we proposed a heuristic method to quickly build an integer solution from the solution of the continuous relaxation of an integer linear programming model. In this paper, we generalize that model to take into account a much wider class of working contracts, allowing heterogeneous shift patterns, as well as legal constraints related to continuously active working environments. Since our original rounding heuristic cannot be extended to the new model, due to its huge size and to the involved correlations between different sets of integer variables, we introduce a more sophisticated heuristic based on decomposition and on a multi-level iterative structure. We compare the results of this heuristic with those of a Greedy Randomized Adaptive Search Procedure, both on real-world instances and on realistic random instances.Roberto CordonePierre HosteinsGiovanni RighiniPaolo RavizzaAndrea PiselliElsevierarticleWorkforce managementCall center optimizationInteger linear programmingGRASPApplied mathematics. Quantitative methodsT57-57.97Electronic computers. Computer scienceQA75.5-76.95ENEURO Journal on Computational Optimization, Vol 2, Iss 4, Pp 247-277 (2014)
institution	DOAJ
collection	DOAJ
language	EN
topic	Workforce management Call center optimization Integer linear programming GRASP Applied mathematics. Quantitative methods T57-57.97 Electronic computers. Computer science QA75.5-76.95
spellingShingle	Workforce management Call center optimization Integer linear programming GRASP Applied mathematics. Quantitative methods T57-57.97 Electronic computers. Computer science QA75.5-76.95 Roberto Cordone Pierre Hosteins Giovanni Righini Paolo Ravizza Andrea Piselli Optimal selection of contracts and work shifts in multi-skill call centers
description	This paper deals with the problem of finding the most suitable contracts to be used when hiring the operators of a call center and deciding their optimal working schedule, to optimize the trade-off between the service level provided to the customers and the cost of the personnel. In a previous paper (Cordone et al. 2011), we proposed a heuristic method to quickly build an integer solution from the solution of the continuous relaxation of an integer linear programming model. In this paper, we generalize that model to take into account a much wider class of working contracts, allowing heterogeneous shift patterns, as well as legal constraints related to continuously active working environments. Since our original rounding heuristic cannot be extended to the new model, due to its huge size and to the involved correlations between different sets of integer variables, we introduce a more sophisticated heuristic based on decomposition and on a multi-level iterative structure. We compare the results of this heuristic with those of a Greedy Randomized Adaptive Search Procedure, both on real-world instances and on realistic random instances.
format	article
author	Roberto Cordone Pierre Hosteins Giovanni Righini Paolo Ravizza Andrea Piselli
author_facet	Roberto Cordone Pierre Hosteins Giovanni Righini Paolo Ravizza Andrea Piselli
author_sort	Roberto Cordone
title	Optimal selection of contracts and work shifts in multi-skill call centers
title_short	Optimal selection of contracts and work shifts in multi-skill call centers
title_full	Optimal selection of contracts and work shifts in multi-skill call centers
title_fullStr	Optimal selection of contracts and work shifts in multi-skill call centers
title_full_unstemmed	Optimal selection of contracts and work shifts in multi-skill call centers
title_sort	optimal selection of contracts and work shifts in multi-skill call centers
publisher	Elsevier
publishDate	2014
url	https://doaj.org/article/9d935e341ea34a7893264fef6d98cbb5
work_keys_str_mv	AT robertocordone optimalselectionofcontractsandworkshiftsinmultiskillcallcenters AT pierrehosteins optimalselectionofcontractsandworkshiftsinmultiskillcallcenters AT giovannirighini optimalselectionofcontractsandworkshiftsinmultiskillcallcenters AT paoloravizza optimalselectionofcontractsandworkshiftsinmultiskillcallcenters AT andreapiselli optimalselectionofcontractsandworkshiftsinmultiskillcallcenters
_version_	1718400844098961408

Optimal selection of contracts and work shifts in multi-skill call centers

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