Workforce Planning Framework for a Mobile Call Center Considering a Special Event
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Publication Details
Author list: Chanpanit, Thanyawan;Udomsakdigool, Apinanthana;
Publisher: MDPI
Publication year: 2022
Journal: Energies (1996-1073)
Volume number: 15
Issue number: 4
Start page: 1
End page: 25
Number of pages: 25
ISSN: 1996-1073
eISSN: 1996-1073
Languages: English-Great Britain (EN-GB)
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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. © 2022 by the authors. Licensee MDPI, Basel, Switzerland.
Keywords
Songkran festival event, Workforce planning framework
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