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Gestão & Produção

versão impressa ISSN 0104-530Xversão On-line ISSN 1806-9649


BARBOZA, Angela Olandoski; CARNIERI, Celso; STEINER, Maria Teresinha Arns  e  SIQUEIRA, Paulo Henrique. Operations research techniques in the call center schedule problem. Gest. Prod. [online]. 2003, vol.10, n.1, pp.109-127. ISSN 1806-9649.

This work deals with the call center attendants' assignment and schedule problem. It proposes a solution for a night and day continuous operation in a call center. The work is developed into three phases. Firstly, it was determined the number of necessary attendants for every 30 minutes in a day by simulating the arriving calls to the center, in order to satisfy the clients demand. Secondly, it was determined the set of journeys of work by solving an Integer Programming Model using the software LINDO, in order to satisfy the client demand minimizing the company's costs; the results obtained in the first phase and the available journeys by the company were used for it. Finally, in the third phase, the attendants are assigned to the work according with their preferences using the Maximum Weigh Matching Algorithm. The results obtained in this work were analyzed in terms of savings to the company, better clients' service and attendants' satisfaction.

Palavras-chave : simulation and call centers attendance; schedule problem; assignment problem.

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