Simulation of a claims call center: a success and a failure

Author

Klungle, Roger

Author_Institution

Bus. Oper. Anal., AAA Michigan, Dearborn, MI, USA

Volume

2

fYear

1999

fDate

1999

Firstpage

1648

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;

fLanguage

English

Publisher

ieee

Conference_Titel

Simulation Conference Proceedings, 1999 Winter

Conference_Location

Phoenix, AZ

Print_ISBN

0-7803-5780-9

Type

conf

DOI

10.1109/WSC.1999.816905

Filename

816905