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.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
References
Aksin, Z., Armony, M., Mehrotra, V.: The modern call center: a multi-disciplinary perspective on operations management research. Prod. Oper. Manage. 16(6), 665–688 (2007)
Atlason, J., Epelman, M.A., Henderson, S.G.: Optimizing call center staffing using simulation and analytic center cutting plane methods. Manage. Sci. 54(2), 295–309 (2008)
Ben-Tal, A., Nemirowski, A.: Robust convex optimization. Math. Oper. Res. 23, 769–805 (1998)
Ben-Tal, A., Goryashko, A., Guslitzer, E., Nemirovski, A.: Adjustable robust solutions of uncertain linear programs. Math. Program. 99(2), 351–376 (2004)
Bertsimas, D., Sim, M.: Robust discrete optimization and network flows. Math. Program. Ser. B 98, 49–71 (2003)
Chen, X., Zhang, Y.: Uncertain linear programs: extended affinely adjustable robust counterparts. Oper. Res. 57(6), 1469–1482 (2009)
Koole, G.: Call Center Mathematics. A scientific method for understanding and improving contact centers. MG books, Amsterdam (2013). ISBN 9789082017908
Koole, G., Mandelbaum, A.: Queueing models of call centers: an introduction. Ann. Oper. Res. 113, 41–59 (2002)
Liao, S., Koole, G., Van Delft, C., Jouini, O.: Staffing a call center with uncertain non-stationary arrival rate and flexibility. OR Spectr. 34, 691–721 (2012)
Liao, S., Van Delft, C., Vial, J.P.: Distributionally robust workforce scheduling in call centres with uncertain arrival rates. J. Optim. Meth. Softw. 28(3), 501–522 (2013)
Mattia, S.: The robust network loading problem with dynamic routing. Comput. Optim. Appl. 54(3), 619–643 (2013)
Minoux, M.: Robust LP with right-handside uncertainty, duality and applications. In: Floudas, C., Pardalos, P. (eds.) Encyclopedia of Optimization, 2nd edn, pp. 3317–3327. Springer, New York (2009)
Minoux, M.: On 2-stage robust LP with RHS uncertainty: complexity results and applications. J. Global Optim. 49, 521–537 (2011)
Shapiro, A., Dentcheva, D., Ruszczyński, A.: Lectures on Stochastic Programming: Modeling and Theory. MPS/SIAM Series on Optimization. SIAM, Philadelphia (2009)
Shapiro, A., Nemirovski, A.: On complexity of stochastic programming problems. Continuous Optim. Appl. Optim. 99, 111–146 (2005)
Segal, M.: The operator-scheduling problem: a network-flow approach. Oper. Res. 22(4), 808–823 (1974)
Soyster, A.: Convex programming with set-inclusive constraints and applications to inexact linear programming. Oper. Res. 21, 1154–1157 (1973)
Thiele, A., Terry, T., Epelman, M.: Robust Linear Optimization With Recourse, Optimization Online (2010). http://www.optimization-online.org/DB_FILE/2009/03/2263.pdf
NextStep Workforce Planning. http://www.nextstepwfp.com/2012/01/how-much-is-over-staffing-costing-your-contact-centre
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2014 Springer International Publishing Switzerland
About this paper
Cite this paper
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
Download citation
DOI: https://doi.org/10.1007/978-3-319-09174-7_29
Published:
Publisher Name: Springer, Cham
Print ISBN: 978-3-319-09173-0
Online ISBN: 978-3-319-09174-7
eBook Packages: Computer ScienceComputer Science (R0)