Authors : Razamin Ramli and Waleed Khalid Abduljabbar
Abstract: Now a days, there are many call centers where a group of agents services customers remotely via telephone. Each call center company has its net objective and goal to achieve. This study uses suitable performance measures to evaluate a current call center model. The measures are average waiting time in queue and call abandonment rate. To evaluate the performance of a call center, one suitable technique is a simulation. The objective of this study is developing a generic simulation model and evaluate the results of the performance measure regarding average waiting time in queue and call abandonment rate. The main two goals are using as a benchmark analysis. The solution yielded from the proposed model is proven to be efficient and able to achieve the manager’s goal.
Razamin Ramli and Waleed Khalid Abduljabbar, 2016. Building a Generic Simulation System to Enhance the Performance of Call Centers. Journal of Engineering and Applied Sciences, 11: 1408-1416.