Please use this identifier to cite or link to this item: https://hdl.handle.net/20.500.11851/6525
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dc.contributor.authorErtoğral, Kadir-
dc.contributor.authorBamuqabel, Bader-
dc.date.accessioned2021-09-11T15:37:08Z-
dc.date.available2021-09-11T15:37:08Z-
dc.date.issued2008en_US
dc.identifier.issn0360-8352-
dc.identifier.issn1879-0550-
dc.identifier.urihttps://doi.org/10.1016/j.cie.2007.06.040-
dc.identifier.urihttps://hdl.handle.net/20.500.11851/6525-
dc.description.abstractCall centers constitute growing and significant portions in national economies. This is due to the fact that the customer satisfaction has become the sole performance measure that drives the businesses today, and the call centers are the main means for companies to communicate with their customers. Additionally many public services, such as emergency and security services, cannot operate without their call centers. There is a vast body of literature on different aspects of the call center related problems. In this study, we describe a comprehensive methodology for developing staff schedules in a bilingual (Arabic and English) call center of a local telecommunication company. Our approach involves two main parts. First we obtain agent requirements in each hour across a week. In this part we use data analysis, a queuing approximation, and a simulation model. The second part is about constructing optimization models for scheduling agents. We utilize two models; one for the case with no flexible workers, and another for the case with flexible workers. We include numerical experiments and analysis at the end to show the schedule optimization results under several scenarios. (c) 2007 Elsevier Ltd. All rights reserved.en_US
dc.language.isoenen_US
dc.publisherPergamon-Elsevier Science Ltden_US
dc.relation.ispartofComputers & Industrial Engineeringen_US
dc.rightsinfo:eu-repo/semantics/closedAccessen_US
dc.subjectstaff schedulingen_US
dc.subjectcall centeren_US
dc.titleDeveloping staff schedules for a bilingual telecommunication call center with flexible workersen_US
dc.typeArticleen_US
dc.departmentFaculties, Faculty of Engineering, Department of Industrial Engineeringen_US
dc.departmentFakülteler, Mühendislik Fakültesi, Endüstri Mühendisliği Bölümütr_TR
dc.identifier.volume54en_US
dc.identifier.issue1en_US
dc.identifier.startpage118en_US
dc.identifier.endpage127en_US
dc.identifier.wosWOS:000253278300010en_US
dc.identifier.scopus2-s2.0-36049020242en_US
dc.institutionauthorErtoğral, Kadir-
dc.identifier.doi10.1016/j.cie.2007.06.040-
dc.relation.publicationcategoryMakale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanıen_US
dc.identifier.scopusqualityQ1-
item.grantfulltextnone-
item.fulltextNo Fulltext-
item.languageiso639-1en-
item.cerifentitytypePublications-
item.openairecristypehttp://purl.org/coar/resource_type/c_18cf-
item.openairetypeArticle-
crisitem.author.dept02.4. Department of Industrial Engineering-
Appears in Collections:Endüstri Mühendisliği Bölümü / Department of Industrial Engineering
Scopus İndeksli Yayınlar Koleksiyonu / Scopus Indexed Publications Collection
WoS İndeksli Yayınlar Koleksiyonu / WoS Indexed Publications Collection
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