Dimensioning a Call Center: Simulation or Queue Theory?

Abstract

The objective of this paper is to establish a dichotomy - opposing analytical methods (such as Queue Theory) to experimental methods (such as Simulation) and discussing their adequateness to complex operations - set up in the matter of dimensioning the handling capacity of a large brazilian call centers company. The literature related to the application of such methods at call centers is reviewed, and the way the question is treated nowadays by the company is described. Then an experimental approach is suggested to be implemented as an alternative methodology to deal with the issue, instead of the analytical method in use. The results obtained are used to justify the adequacy of the experimental approach to the modern call centers operation, as long as it is possible to have the model closer to reality. The main implication points to a better understanding of the operation achieved with the new approach

Using activity-based costing and simulation to reduce cost at a police communications centre

“…However, due to limitations in this approach simulation has emerged as a powerful method for analysing call centres (Saltzman and Mehrotra, 2001). Reasons for using simulation in preference to analytical methods are summarised by Bouzada (2009) and include the use of statistical distributions more compatible with the input data, the ability of simulation to incorporate the evaluation of other factors of performance such as abandoned calls and the experimental approach of simulation which allows the investigation of system behaviour leading to an understanding of why call waiting times are high. Examples of the use of simulation include Ahgari and Balci (2009) which use the technique to assess the effect of cross-training staff to deal with a mix of phone and e-mail enquiries to a contact centre, Min and Yu (2004) which use simulation to validate a reengineering effort based in a call centre operation, Lam and Lau (2004) which use simulation to explore different options for restructuring call centre operations into a single call centre and Kim and Ha (2010) which use simulation to explore the planning of staffing levels in a call centre.…”

Analysis of Call Routing Rules for Improving Call Centre Operations in Nigeria

“…The works of [10] was to establish analytical methods (such as Queue theory) to experimental methods (such as simulation) and discussing their adequateness to complex operations − set up in the matter of dimensioning the handling capacity of a large brazilian call centers company. The experimental approach is suggested to be implemented as an alternative methodology to deal with the issue, instead of the analytical method in use.…”

Sensitivity Analysis of a Simulation Model for Managing Contact Centers with Impatient Customers

“…One of the managerial approaches to achieve the service level is to provide the delay time information to the customers in order to influence their impatience behaviors (such as balking and reneging) and the operational efficiency of contact centers [2]. Therefore, it is important for managers of contact centers to have an efficient quantitative approach to evaluate the system performance [3].…”

“…In a contact center system, a virtual queue line occurs when there is no service agent available to handle a customer's call. However, a few contact center characteristics may make it difficult to apply the analytical methods (such as Queue Theory) for its modeling, including: generic distribution for the handling time, time-varying arrival rates, temporary overflows and abandonment [3]. At this point, the simulation models are effective in measuring the performance of a given (real-world) contact center.…”