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

• المؤلفون الرئيسيون: Gobaco, Bryan O., Franco, Lou Rose Elaine Fong
• التنسيق: text
• منشور في: Animo Repository 2004
• الموضوعات: Call centers > Personnel management; Customer services > Management; Operations Research, Systems Engineering and Industrial Engineering
• الوصول للمادة أونلاين: https://animorepository.dlsu.edu.ph/faculty_research/10198
• المؤسسة: 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...