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@article{199629,
        author = {Parikshit Sharma Patil and Prof.Abhijeet Gajbhiye},
        title = {Optimizing Staff Scheduling in a Multi-Skill Call Centre using Simulation: A Case Study of Aegis Limited, India},
        journal = {International Journal of Innovative Research in Technology},
        year = {2026},
        volume = {12},
        number = {11},
        pages = {13751-13755},
        issn = {2349-6002},
        url = {https://ijirt.org/article?manuscript=199629},
        abstract = {This paper will examine how the discrete event simulation modelling can be used to solve issues of staff scheduling in a multi-skill contact center setting, using the example of the Aegis Limited operations in India. The study targets a powerful model that guarantees efficiency in operations and quality service provision in dynamic customer service situations whereby the agents have heterogeneous competencies. The study explores different scheduling strategies, cross-training methods, and routing methods using simulated experiments using the data of the Pune facility of Aegis. The results show that optimization with the help of simulation significantly improves the key performance indicators such as service levels, average response times, and agents’ utilization and reduces the cost of operations. The paper presents a theoretical knowledge and practical recommendations on how to apply simulation-based workforce management solutions in the Indian setting of the call centers.},
        keywords = {Workforce management, multi-skilled agents, Aegis Limited, contact center optimization, discrete-event simulation, scheduling algorithms, Indian BPO sector.},
        month = {April},
        }