Abstract
For the efficient management of call centers, fluctuation of the number of calls should be considered in planning operator's schedule. A scheduling designed as to satisfy sufficient service levels at the busy hours, cause over-staffing at the vacant hours. The operator scheduling problem for call centers is complex, and has huge search space, has considerable difficulties in making good scheduling considering the variable amount of calls. In this paper, we applied GA, parameter-free GA, TS and the combination of PfGA and TS to this problem, and compared their effectiveness. It has turned out that these proposed methods enables us to make an optimal scheduling considering the trade-off between costs and service-levels using a quite simple evaluation function. A series of computer experiments shows effectiveness of the proposed methods.
