1 optimization problems
Written for an outsourced contact center with 50-500 seats handling 200-2,000 calls/hour at peak. If you still build the shift plan in a spreadsheet using daily calls divided by calls per agent, then watch the lines lock up between 09:00 and 11:00 while agents sit idle in the afternoon, you are in this problem. Intuitive staffing causes two losses at once: an understaffed interval pushes abandonment past 15% (NPS drops, contracts wobble), while an overstaffed one burns 800-1,500 TRY/day per seat and quietly racks up labour-law break and overtime violations. On a 200-seat operation a structured interval-staffing plus shift-scheduling solution typically runs in the 1-2.5M TRY/month savings band.