Application of Linear Programming in Optimizing the Allocation of Agents in a 3-shift 24x7 eCustomer Service Operation

This paper highlights the Application of Linear Programming in determining the optimized allocation. The Focus of this study is maximizing the efficiency of the eCustomer Care Service for the year 2019 by determining the number of agents to be allocated on every shift and every channel of transaction to improve the resolution rate. The research employed Operations Research techniques in constructing Linear Programming Model. As a result of the study, the agents were allocated based on the number of receive cases and the resolve cases in each shift and improved the company productivity rate.