What question did this study set out to answer?

To investigate a two-stage optimisation method for scheduling shifts in call centres to accommodate multiple tasks.

March 12, 2026

Two-stage optimisation for multi-task call centre daily shift scheduling

Key Points

To investigate a two-stage optimisation method for scheduling shifts in call centres to accommodate multiple tasks.
Developed a two-stage optimisation framework
Analyzed various scheduling scenarios
Utilized performance metrics for evaluation
Achieved improved efficiency in shift allocation
Reduced employee idle time significantly
Enhanced responsiveness to customer needs

Abstract

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Authors

Hanlin Liu

Yu Song

Xiaodong Liu

Journals

Asian J of Management Science and Applications

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Two-stage optimisation for multi-task call centre daily shift scheduling

Key Points

Abstract

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Authors

Journals

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References and Citations

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