Journal of Engineering and Applied Sciences
ISSN: Online 1818-7803ISSN: Print 1816-949x
Abstract
Now a days, there are many call centers where a group of agents services customers remotely via telephone. Each call center company has its net objective and goal to achieve. This study uses suitable performance measures to evaluate a current call center model. The measures are average waiting time in queue and call abandonment rate. To evaluate the performance of a call center, one suitable technique is a simulation. The objective of this study is developing a generic simulation model and evaluate the results of the performance measure regarding average waiting time in queue and call abandonment rate. The main two goals are using as a benchmark analysis. The solution yielded from the proposed model is proven to be efficient and able to achieve the manager’s goal.
How to cite this article:
Razamin Ramli and Waleed Khalid Abduljabbar. Building a Generic Simulation System to Enhance the Performance of Call Centers.
DOI: https://doi.org/10.36478/jeasci.2016.1408.1416
URL: https://www.makhillpublications.co/view-article/1816-949x/jeasci.2016.1408.1416