A methodology for staffing and scheduling of customer service representatives (CSRs) in a call center

• Main Authors: Gobaco, Bryan O., Franco, Lou Rose Elaine Fong
• Format: text
• Published: Animo Repository 2004
• Subjects: Call centers > Personnel management; Customer services > Management; Operations Research, Systems Engineering and Industrial Engineering
• Online Access: https://animorepository.dlsu.edu.ph/faculty_research/10198
• Institution: De La Salle University

This paper deals with the manpower planning problem in a call center company. It proposes a methodology that staffs and schedules customer service representative (CSRs) for a call center. The staffing problem is addressed by a simulation model that helps determine the required number of CSRs in a pl...