Study on the Workforce Scheduling and Routing Strategies of Heterogeneous Agents in Call Centers
- 10.2991/aebmr.k.201211.099How to use a DOI?
- Agent heterogeneity, workforce scheduling, routing strategies, simulation, artificial bee colony algorithm
The performance of call center operations is usually associated with two factors, agent scheduling shifts and calls routing strategy, and they are dependent to some extent. In order to decrease the operating cost greatly, call centers need to properly allocate human resources and determine appropriate routing strategies. Since agent heterogeneity exists in the call center service system, this paper no longer assumes that agent service rates are all the same. We construct an integer linear programming of the scheduling problem for call centers with agent heterogeneity, and combine the use of a discrete-event simulation model with an artificial bee colony algorithm to solve the model. We evaluate the performance of the call center through discrete-event simulation experiments, and the artificial bee colony algorithm takes this performance metric as a judgment condition for satisfying the constraints, and iteratively obtains a better scheduling solution. Finally, we compare the effects of three routing strategies on the control of labor costs in enterprise scheduling. The actual data of the call center proves that considering the scheduling scheme of heterogeneous agents and the fastest server first routing can significantly reduce labor cost, and achieve effective service management.
- © 2020, the Authors. Published by Atlantis Press.
- Open Access
- This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).
Cite this article
TY - CONF AU - Mengchen Wang AU - Xiuli Wang PY - 2020 DA - 2020/12/14 TI - Study on the Workforce Scheduling and Routing Strategies of Heterogeneous Agents in Call Centers BT - Proceedings of the Fifth International Conference on Economic and Business Management (FEBM 2020) PB - Atlantis Press SP - 577 EP - 583 SN - 2352-5428 UR - https://doi.org/10.2991/aebmr.k.201211.099 DO - 10.2991/aebmr.k.201211.099 ID - Wang2020 ER -