Scheduling Agents Using Forecast Call Arrivals at Hydro-Québec’s Call Centers

  • Marie Pelleau
  • Louis-Martin Rousseau
  • Pierre L’Ecuyer
  • Walid Zegal
  • Louis Delorme
Part of the Lecture Notes in Computer Science book series (LNCS, volume 8656)

Abstract

The call center managers at Hydro-Québec (HQ) need to deliver both low operating costs and high service quality. Their task is especially difficult because they need to handle a large workforce (more than 500 employees) while satisfying an incoming demand that is typically both time-varying and uncertain. The current techniques for determining the schedule of each employee according to the forecast call volumes at HQ are often unreliable, and there is a need for more accurate methods. In this paper, we address the concerns of the call center managers at HQ by modeling the problem of multi-activity shift scheduling. This model has been implemented and tested using real-life call center data provided by HQ.The main contribution of this paper is to demonstrate that a constraint programming (CP) model with regular language encoding can solve large problems in an industrial context. Furthermore, we show that our CP-based formulation has considerably better performance than a well-known commercial software package.

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Copyright information

© Springer International Publishing Switzerland 2014

Authors and Affiliations

  • Marie Pelleau
    • 1
  • Louis-Martin Rousseau
    • 2
  • Pierre L’Ecuyer
    • 1
  • Walid Zegal
    • 3
  • Louis Delorme
    • 3
  1. 1.Université de MontréalMontrealCanada
  2. 2.Polytechnique MontréalMontrealCanada
  3. 3.Institut de recherche d’Hydro-QuébecMontrealCanada

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