Developing staff schedules for a bilingual telecommunication call center with flexible workers

Call centers constitute growing and significant portions in national economies. This is due to the fact that the customer satisfaction has become the sole performance measure that drives the businesses today, and the call centers are the main means for companies to communicate with their customers. Additionally many public services, such as emergency and security services, cannot operate without their call centers. There is a vast body of literature on different aspects of the call center related problems. In this study, we describe a comprehensive methodology for developing staff schedules in a bilingual (Arabic and English) call center of a local telecommunication company.