Abstract
Workforce planning is essential in today’s business management. If an organization can find and keep enough staff who have the right values, then they can provide high-quality service. This paper presents a workforce planning framework for selecting the best forecasting model in order to provide minimum wage and computer electricity costs for a mobile call center during the Songkran festival event, and to optimize workforce planning. The framework is constructed with four main steps: a study of a separate period; the separation of models with different data types; the simulation of models under different service levels to determine the number of customers waiting in a call center; and the evaluation of the models. The results from the proposed framework presented the best forecasting method and the optimal workforce plan. It is clear that this approach can assist in systematically selecting the best forecasting model. In addition, a workforce planner can use this framework to support workforce planning and cost evaluation in other event periods.
Highlights
The framework proposed in this paper presents a simulation process of forecas and workforce planning in a call center
The forecasting methods were applied to forecast the incoming calls for the two types of data classification, and the forecasting errors of all forecasting methods were evaluated
Simulation can be used to predict the number of agents and to compare the number of customers waiting in the call center under Model (1) and Model (2)
Summary
Energy management is crucial to economic and environmental requirements. Many companies are turning to energy-saving programs to reduce their operating costs. In the call center industry, the purpose of business is to deliver customer service at the lowest possible cost. Reducing energy usage and increasing quality service level are paramount to helping achieve workforce planning management, especially in the case if special events in which the number of incoming calls drastically increases. Effective workforce planning when considering a special event is essential to a high-performing call center. In Thailand, the Songkran festival or Thai New Year is the most important holiday
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