Comparison of call center models

Authors:
Luiz Augusto G. Franzese;Marcelo Moretti Fioroni;Rui Carlos Botter;Paulo José de Freitas Filho
Affiliations:
PARAGON Consultoria, Rua Clodomiro Amazonas, Sao Paulo Brazil;PARAGON Consultoria, Rua Clodomiro Amazonas, Sao Paulo Brazil;Escola Politécnica da Universidade de, São Paulo, Sao Paulo Brazil;Universidade Federal de Santa Catarina, UFSC, PerformanceLab Office - Trindade, Florianopolis Brazil
Venue:
Winter Simulation Conference
Year:
2009

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Abstract

Call Centers are important channels of communication within the consumer relationship and a point of integration between suppliers and their customers. Correctly sizing the capacity of a given Call Center can bring benefits not only in terms of improved customer service (efficacy), but also in terms of reduced operating costs (efficiency). However, specifying the capacity of a Call Center is not a trivial task, but one that demands a significant knowledge of mathematics, in particular of analytical models. This paper presents the Erlang B, Erlang C and Simulation models followed by a comparison based on a case study, in order to identify the advantages of using simulation.