Title :
Simulation of a claims call center: a success and a failure
Author_Institution :
Bus. Oper. Anal., AAA Michigan, Dearborn, MI, USA
Abstract :
The paper addresses the call center management process and the role of simulation in this process. Strengths and weaknesses of workforce management systems and the Erlang-C model are reviewed and the role of discrete event simulation is highlighted. An application in an insurance claims call center is utilized to show the effectiveness of simulation in evaluating call center designs and also the difficulties in selling selected results to management. The paper concludes with some lessons learned about the call center process, discrete event simulation, workforce management systems, and the specific claims application
Keywords :
call centres; discrete event simulation; human resource management; insurance data processing; personnel; telecommunication computing; Erlang-C model; call center management process; claims application; claims call center simulation; discrete event simulation; insurance claims call center; workforce management systems; Discrete event simulation; Environmental management; Insurance; Job shop scheduling; Marketing and sales; Packaging; Paper technology; Project management; Roads; Technology management;
Conference_Titel :
Simulation Conference Proceedings, 1999 Winter
Conference_Location :
Phoenix, AZ
Print_ISBN :
0-7803-5780-9
DOI :
10.1109/WSC.1999.816905
