Call center performance evaluation

Author

Omari, Tariq ; Al-Zubaidy, Hussein

Author_Institution

Dept. of Syst. & Comput. Eng., Carleton Univ., Ottawa, Ont.

fYear

2005

fDate

1-4 May 2005

Firstpage

1805

Lastpage

1808

Abstract

In this paper, the effect of using a combination of multi-skill and specialized agents on the performance of a call center is studied. An OPNET simulator for the call center has been designed, implemented, and verified. The designed simulator has the flexibility that facilitates comparison of different scenarios. The scenarios are mainly oriented toward finding the performance enhancement that could be gained by using a combination of multi-skill and specialized agents. As the usual case in such problems, there must be an optimum combination that results in the best performance for a lower cost. The designed simulator provides a very powerful and scalable tool that could be used to find such an optimum, and could be easily modified to support larger call centers. Some selected scenarios have been tested and the results introduced and analyzed. The result of our research concludes that the economies of scale could be obtained by cross training only a minor fraction of agents

Keywords

call centres; queueing theory; OPNET simulator; call center performance evaluation; multiskill agents; specialized agents; Computational modeling; Costs; Databases; Economies of scale; Management training; Marketing and sales; Remuneration; Switches; Systems engineering and theory; Telephony;

fLanguage

English

Publisher

ieee

Conference_Titel

Electrical and Computer Engineering, 2005. Canadian Conference on

Conference_Location

Saskatoon, Sask.

ISSN

0840-7789

Print_ISBN

0-7803-8885-2

Type

conf

DOI

10.1109/CCECE.2005.1557332

Filename

1557332