A discrete event simulation study for incoming call centers of a telecommunication service company

Abstract

Call center becomes an important contact point, and an integral part of the majority of corporations. Managing a call center is a diverse challenge due to many complex factors. Improving performance of call centers is critical and valuable for providing better service. In this study we applied forecasting techniques to estimate incoming calls for a couple of call centers of a mobile telecommunication company. We also developed a simulation model to enhance performance of the call centers. The simulation study shows reduction in managing costs, and better customer's satisfaction with the call centers. © Springer-Verlag Berlin Heidelberg 2005.