Customer relations management: call center operations: modelling and simulation of a telephone call center

Authors:
Juta Pichitlamken;Alexandre Deslauriers;Pierre L'Ecuyer;Athanassios N. Avramidis
Affiliations:
Université de Montréal, Succ. Centre-Ville, Montréal, QC, Canada;Université de Montréal, Succ. Centre-Ville, Montréal, QC, Canada;Université de Montréal, Succ. Centre-Ville, Montréal, QC, Canada;Université de Montréal, Succ. Centre-Ville, Montréal, QC, Canada
Venue:
Proceedings of the 35th conference on Winter simulation: driving innovation
Year:
2003

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Abstract

We consider a system with two types of traffic and two types of agents. Outbound calls are served only by blend agents, whereas inbound calls can be served by either inbound-only or blend agents. Our objective is to allocate a number of agents such that some service requirement is satisfied. We have taken two approaches in analyzing this staffing problem: We developed a simulation model of the call center, which allows us to do a what-if analysis, as well as continuous-time Markov chain (CTMC) queueing models, which provide approximations of system performance measures. We describe the simulation model in this paper.