For the world of call centers, the main problem is to find the right need for staff in the various time bands of the day.
Each operator must be assigned to the shift on the basis of his professional and contractual features rather rigidly. This is due to the fact that in a modern call center staff is trained to provide support (inbound) or to inform (outbound) prospect and clients on the campaigns related to specific products or events.
Additionally, in a call center, often many operators have terminable contracts, part-time contracts, they are interim operators and other types. The planning process, therefore, must take account of everything to produce a shifts’ scheduling that meets the requirements.