Örmeci, E. Lerzan; Salman, F. Sibel; Yücel, Eda - In: Omega 43 (2014) C, pp. 41-53
We address the staff rostering problem in call centers with the goal of balancing operational cost, agent satisfaction and customer service objectives. In metropolitan cities such as Istanbul and Mumbai, call centers provide the transportation of their staff so that shuttle costs constitute a...