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International Symposium on Combinatorial Optimization

ISCO 2014: Combinatorial Optimization pp 336–346Cite as

Robust Shift Scheduling in Call Centers

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Part of the book series: Lecture Notes in Computer Science ((LNTCS,volume 8596))

Abstract

We propose a robust optimization model for shift scheduling in call centers. The model is designed to react to the deviations that often occur between the planned staffing levels and the actual number of employees that would be necessary to guarantee the desired level of service. Different perturbation patterns are considered giving rise to different uncertainty sets, and the corresponding algorithmic implications are discussed. A case study from an Italian Public Agency is finally presented, which shows how the proposed methodology improves the quality of the schedules. Interestingly, although the methodology is fairly sophisticated, it perfectly fits in a quite common managers current practice.

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Author information

Authors and Affiliations

  1. Istituto di Analisi dei Sistemi ed Informatica, Consiglio Nazionale delle Ricerche, Rome, Italy

    Sara Mattia

  2. Dipartimento di Ingegneria e Scienze dell’Informazione e Matematica, Università di L’Aquila, L’Aquila, Italy

    Fabrizio Rossi, Mara Servilio & Stefano Smriglio

Authors
  1. Sara Mattia
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  2. Fabrizio Rossi
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  3. Mara Servilio
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  4. Stefano Smriglio
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Corresponding author

Correspondence to Mara Servilio .

Editor information

Editors and Affiliations

  1. Univ Pierre et Marie Curie LIP6, Paris, France

    Pierre Fouilhoux

  2. Universidade de Lisboa, Lisbon, Portugal

    Luis Eduardo Neves Gouveia

  3. LAMSADE, Université Paris-Dauphine, Paris Cedex 16, France

    A. Ridha Mahjoub

  4. LAMSADE, Université Paris-Dauphine, Paris Cedex 16, France

    Vangelis T. Paschos

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© 2014 Springer International Publishing Switzerland

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Mattia, S., Rossi, F., Servilio, M., Smriglio, S. (2014). Robust Shift Scheduling in Call Centers. In: Fouilhoux, P., Gouveia, L., Mahjoub, A., Paschos, V. (eds) Combinatorial Optimization. ISCO 2014. Lecture Notes in Computer Science(), vol 8596. Springer, Cham. https://doi.org/10.1007/978-3-319-09174-7_29

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  • DOI: https://doi.org/10.1007/978-3-319-09174-7_29

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-319-09173-0

  • Online ISBN: 978-3-319-09174-7

  • eBook Packages: Computer ScienceComputer Science (R0)

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