Cost of fairness in agent scheduling for contact centers
Type :
Article
Publication Status :
Published
Access :
restrictedAccess
Abstract
We study a workforce scheduling problem faced in contact centers with considerations on a fair distribution of shifts in compliance with agentpreferences. We develop a mathematical model that aims to minimize operatingcosts associated with labor, transportation of agents, and lost customers.Aside from typical work hour-related constraints, we also try to conform withagents' preferences for shifts, as a measure of fairness. We plot the trade-off between agent satisfaction and total operating costs for Vestel, one of Turkey'slargest consumer electronics companies. We present insights on the increasedcost to have content and a fair environment on several agent availability scenarios.
Source :
Journal of Industrial and Management Optimization
Date :
2022-03
Volume :
18
Issue :
2
Publisher :
American Institute of Mathematical Sciences
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