 Flexible shift scheduling for a call centre using column generationCarlos Campos Amezcua, Omar G. Rojas, Emilio Zamudio Gutierrez and Elias Olivares-Benitez International Journal of Operational Research, 2021, vol. 40, issue 4, 502-523 Abstract: A shift scheduling problem for a call centre is solved by applying a column generation method. The objective is to find an employee schedule within the planning horizon that meets staffing requirements provided by the customer and that minimises the costs of excess-staffing and under-staffing. To solve the problem, two iterative models were used: the first being a mixed integer-linear programming model, the master problem, and the second being a column generation model. In a first approach, the master problem was solved considering a fixed number of shift patterns. The second approach was to use both models iteratively to generate shift patterns to be used in the master problem. Both approaches met all constraints relatively fast, but the column generation model decreased the cost considerably when cheaper shift patterns were generated. The models contribute to the current literature by providing flexibility to consider under-coverage and over-coverage at two levels. Keywords: shift scheduling; call centre; staffing; mixed integer linear programming; master problem; column generation; shift pattern; flexibility. (search for similar items in EconPapers) Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:ids:ijores:v:40:y:2021:i:4:p:502-523 Access Statistics for this article More articles in International Journal of Operational Research from Inderscience Enterprises Ltd |
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