Customer Service Optimisation and Management: A Case Study in a Telecommunications Company Using Queueing Model Simulation

Abstract

This study proposes a comprehensive improvement and control plan for customer service operations, leveraging queueing theory and process analysis to identify and address system inefficiencies. Through statistical analysis, the current operational state is assessed, followed by the simulation of service processes to model the system’s behaviour. The simulation enables the evaluation of various improvement strategies aimed at enhancing service efficiency and boosting productivity. Among the strategies explored, key actions focus on stabilising customer service processes to optimise performance and satisfaction.