An application of integrated staffing and shift optimization for a call center

dc.contributor	Graduate Program in Industrial Engineering.
dc.contributor.advisor	Güllü, Refik.
dc.contributor.author	Ertaban, Cihangir.
dc.date.accessioned	2023-03-16T10:28:20Z
dc.date.available	2023-03-16T10:28:20Z
dc.date.issued	2011.
dc.identifier.other	IE 2011 E77
dc.identifier.uri	http://digitalarchive.boun.edu.tr/handle/123456789/13272
dc.description.abstract	Inbound call center problems need decisions in four main areas; the number of incoming calls, necessary number of agents to handle these calls, shift starting times for the operations and the number of agents to be allocated to each shift. Call center models mainly cover these areas seperately. This study approaches to the problem with an integrated Markovian approximation, heuristic supported simulation and optimization model. Incoming demand data is adapted from a private Turkish Bank and an application of the model is conducted. Moreover, probabilistic lunch breaks are introduced to the optimization part of the model. Finally, the model can be used as an easy decision support tool for the call center managers.
dc.format.extent	30 cm.
dc.publisher	Thesis (M.S.) - Bogazici University. Institute for Graduate Studies in Science and Engineering, 2011.
dc.relation	Includes appendices.
dc.relation	Includes appendices.
dc.subject.lcsh	Call centers -- Management.
dc.title	An application of integrated staffing and shift optimization for a call center
dc.format.pages	x, 57 leaves ;