Reengineering Call Center Operations Using Simulation

Abstract

In today's customer-centric business environment, a company's ability to adapt customer needs and requirements often dictates its competitiveness and long-term profitability. Owing to the increasing importance of customer satisfaction and its link to company survival, this paper focuses on the typical call centre environment in which customer service inquiries should be answered in a courteous, fast and orderly fashion, while fully utilising the given number of telephone service representatives. This paper also develops a simulation model that validates the reengineering efforts of the real-world company to improve its call centre operations.

Department(s)

Business and Information Technology

Keywords and Phrases

Call Centers; Customer Service; Reengineering; Simulation

Document Type

Article - Journal

Document Version

Citation

File Type

text

Language(s)

English

Rights

© 2008 Inderscience, All rights reserved.

Publication Date

01 Jan 2008

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