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 planning period by taking into direct consideration the client pre-determined service level that the call center should meet. The scheduling aspect on the other hand is handled by an integer programming model that assigns CSRs to work shifts and overtime, if needed, seeking to minimize the centers total labor cost over the chosen planning horizon.