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

Abstract

Abstract-Having worked as the primary contact points among customers and companies in the last decades, contact centers become a great investment for many organizations. This paper aims to study a queuing system with abandonments for managing the modern contact centers, where the impatient customers would probably abandon their calls if their patience expires before they reach a service agent. We develop an Arena simulation model to determine the system performance of interest. To figure out some useful managerial insights, we conduct a sensitivity analysis of the proposed system through a series of numerical experiments. The contribution of this study is to help managers achieve a better understanding of the optimal design and operation at the real-world contact centers.