Inbound and outbound calls assignment for an efficient call center

Abstract

This study aims to provide the solution for call center providers to overcome the problem of optimizing the call center's efficiency, while ensuring satisfactory customer service. By formulating a simulation to represent call center model based optimization approach, helps eliminating the cost of uncertainty that might occur when the call center model is actually applied to the real life situation. The simulation model is generated via Arena12, and locates the separation of the agent's obligation into 2 types: The first type is constructed as each agent will handle only inbound or outbound calls separately, whereas the second is considered an agent needed to handle both inbound and outbound calls individually. The simulation model to discover the factor that affects the efficiency of the call center the most. ©2010 IEEE.