Optimising a help desk performance at a telecommunication company

Abdulmalek, Fawaz; Allahverdi, Ali

doi:10.1504/ijesms.2009.027579

Cited by 2 publications

(1 citation statement)

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“…Saltzman and Mehrotra (2001) developed a simulation model for staffing a call centre for a software company. AbdelMalek and Allahverdi (2005) used simulation to analyse a queueing model to determine the optimum number of technicians for a help desk of a telecommunications company. Kim and Ho (2010) used simulation to determine the staffing levels for a modern call centre considering uncompleted calls.…”

Section: Literature Reviewmentioning

confidence: 99%

Establishing call-centre staffing levels using aggregate planning and simulation approach

Barbosa-Correa

Santander-Mercado

Jubiz-Diaz

et al. 2020

EJIE

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This paper presents an approach for determining the personnel capacity levels of a call centre for a telecommunication company. The objective is to determine the staffing levels required to meet a desired service level at a minimum cost. First, data of the number of different requests were analysed to estimate hourly workload requirements. Then, an aggregate planning model were implemented to obtain an initial solution of the staffing levels considering workforce costs, service level, personnel hiring/migration and work supplements. These results were input of a discrete-event simulation model to assess the system performance based on queuing characteristics, demand variability and resources utilisation. Alternative schedules and capacity levels were evaluated to outperform current service quality and a better match with the demand variability. Proposed options provided better results with lower waiting times and more balanced resource utilisation. The approach is useful for planning capacity levels in projects and locating new centres.

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Section: Literature Reviewmentioning

confidence: 99%