Mathematical models and solution approach for cross-training staff scheduling at call centers

Experimental results with data from a call center with nine categories clearly demonstrate the significance of cross-training. In fact, partial limited cross-training, where 30% of staff is cross-trained with two skills or 10% of staff is cross-trained with three skills, could result in considerable cost savings; however, these savings could diminish quickly with the increase of efficiency loss in secondary skills. Experiments also suggest that cross-training could be a more effective approach than part-time shifts to hedge against fluctuations across service categories.