Leeanne May
Using simulation to assist recruitment in seasonally dependant contact centers
May, Leeanne; Siebers, Peer-Olaf
Abstract
The weather is unpredictable and can have a large impact on the profitability of seasonal businesses, particularly if staffing requirements are highly temperature-dependent. In this paper we describe our efforts in developing a what-if analysis tool to assist affected Small and Medium Enterprises in determining the best case scenario for timing hiring new staff and deciding the optimum length of temporary employment contracts. Together with a boiler maintenance company we have developed a prototype simulation tool that can be employed by users with minimal statistical and modelling knowledge. Our usability tests with the boiler maintenance company confirmed the usefulness of the developed tool as a decision support aid for managers. In this paper we focus on describing the tool development and testing process. With regards to real world experimentation we are still waiting for the feedback from the company.
Citation
May, L., & Siebers, P. (2015). Using simulation to assist recruitment in seasonally dependant contact centers. In 2015 Winter Simulation Conference (WSC)doi:10.1109/WSC.2015.7408278
Conference Name | 2015 Winter Simulation Conference (WSC) |
---|---|
Start Date | Dec 6, 2015 |
End Date | Dec 9, 2015 |
Acceptance Date | Nov 6, 2015 |
Publication Date | Dec 9, 2015 |
Deposit Date | Sep 21, 2017 |
Book Title | 2015 Winter Simulation Conference (WSC) |
ISBN | 978-1-4673-9741-4 |
DOI | https://doi.org/10.1109/WSC.2015.7408278 |
Public URL | https://nottingham-repository.worktribe.com/output/1116068 |
Publisher URL | https://ieeexplore.ieee.org/document/7408278 |
Related Public URLs | https://dl.acm.org/citation.cfm?id=2888796 https://www.informs-sim.org/wsc15papers/169.pdf |
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