Session
Information Systems and Security
Description
This paper deals with and shows the results of different performance indicators analyses made utilizing the help of Simulation and concentrated on dimensioning problems of handling calls capacity in a call center. The goal is to measure the reactivity of the call center’s performance to potential changes of critical variables. The literature related to the employment of this kind of instrument in call centers is reviewed, and the method that this problem is treated momentarily is precisely described. The technique used to obtain this paper’s goal implicated a simulation model using Arena Contact Center software that worked as a key case at the time where the events analyses could be executed. This article comes to the conclusion that Simulation is a completely suitable instrument to accomplish its purpose since it could be adequate to demonstrate, for the call center taken into consideration principally that: (a) it is feasible to reduce the agent contingent; (b) reasonable variations on the demand design can impact very much the key performance indicators of the Call Centers’ project; and (c) it is feasible to increase the service level if a combined handling format is followed.
Keywords:
Call center, Simulation, Queueing Models
Proceedings Editor
Edmond Hajrizi
ISBN
978-9951-550-14-7
First Page
196
Last Page
209
Location
Durres, Albania
Start Date
7-11-2015 9:00 AM
End Date
7-11-2015 5:00 PM
DOI
10.33107/ubt-ic.2015.111
Recommended Citation
Ekmekçiu, Ditila; Muça, Markela; and Naço, Adrian, "Performance Indicators Analysis inside a Call Center Using a Simulation Program" (2015). UBT International Conference. 111.
https://knowledgecenter.ubt-uni.net/conference/2015/all-events/111
Performance Indicators Analysis inside a Call Center Using a Simulation Program
Durres, Albania
This paper deals with and shows the results of different performance indicators analyses made utilizing the help of Simulation and concentrated on dimensioning problems of handling calls capacity in a call center. The goal is to measure the reactivity of the call center’s performance to potential changes of critical variables. The literature related to the employment of this kind of instrument in call centers is reviewed, and the method that this problem is treated momentarily is precisely described. The technique used to obtain this paper’s goal implicated a simulation model using Arena Contact Center software that worked as a key case at the time where the events analyses could be executed. This article comes to the conclusion that Simulation is a completely suitable instrument to accomplish its purpose since it could be adequate to demonstrate, for the call center taken into consideration principally that: (a) it is feasible to reduce the agent contingent; (b) reasonable variations on the demand design can impact very much the key performance indicators of the Call Centers’ project; and (c) it is feasible to increase the service level if a combined handling format is followed.