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UBC Theses and Dissertations
Scheduling customer service representatives for the Workers’ Compensation Board of British Columbia Sanegre, Rafael
Abstract
The Workers' Compensations Board of British Columbia (WCB) operates 4 call centers in the province devoted to compensation services. This thesis describes a review of operations at the call center in the head office, located in Richmond, B.C. We identified the need for a mathematical model to schedule telephone operators (called CSRs in WCB) in order to minimize the workforce required, while assuring minimal staffing levels to provide good customer service. We developed two integer programming models and built an interface that would enable the supervisors to use the model interactively. We compared the results from the model to one of their schedules and found that the model used 5 fewer CSRs than currently in their schedule. The potential savings derived from such a test convinced management that WCB needed to acquire and implement software to schedule staff.
Item Metadata
Title |
Scheduling customer service representatives for the Workers’ Compensation Board of British Columbia
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Creator | |
Publisher |
University of British Columbia
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Date Issued |
1998
|
Description |
The Workers' Compensations Board of British Columbia (WCB) operates 4 call centers in
the province devoted to compensation services. This thesis describes a review of operations
at the call center in the head office, located in Richmond, B.C. We identified the need for a
mathematical model to schedule telephone operators (called CSRs in WCB) in order to
minimize the workforce required, while assuring minimal staffing levels to provide good
customer service. We developed two integer programming models and built an interface that
would enable the supervisors to use the model interactively. We compared the results from
the model to one of their schedules and found that the model used 5 fewer CSRs than
currently in their schedule. The potential savings derived from such a test convinced
management that WCB needed to acquire and implement software to schedule staff.
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Extent |
6690662 bytes
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Genre | |
Type | |
File Format |
application/pdf
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Language |
eng
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Date Available |
2009-05-26
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Provider |
Vancouver : University of British Columbia Library
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Rights |
For non-commercial purposes only, such as research, private study and education. Additional conditions apply, see Terms of Use https://open.library.ubc.ca/terms_of_use.
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DOI |
10.14288/1.0088624
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URI | |
Degree | |
Program | |
Affiliation | |
Degree Grantor |
University of British Columbia
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Graduation Date |
1998-11
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Campus | |
Scholarly Level |
Graduate
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Aggregated Source Repository |
DSpace
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Item Media
Item Citations and Data
Rights
For non-commercial purposes only, such as research, private study and education. Additional conditions apply, see Terms of Use https://open.library.ubc.ca/terms_of_use.