Abstract
Call center becomes an important contact point, and an integral part of the majority of corporations. Managing a call center is a diverse challenge due to many complex factors. Improving performance of call centers is critical and valuable for providing better service. In this study we applied forecasting techniques to estimate incoming calls for a couple of call centers of a mobile telecommunication company. We also developed a simulation model to enhance performance of the call centers. The simulation study shows reduction in managing costs, and better customer’s satisfaction with the call centers.
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© 2005 Springer-Verlag Berlin Heidelberg
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Kim, Y.B., Lee, H., Choi, HG. (2005). A Discrete Event Simulation Study for Incoming Call Centers of a Telecommunication Service Company. In: Kim, T.G. (eds) Artificial Intelligence and Simulation. AIS 2004. Lecture Notes in Computer Science(), vol 3397. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-540-30583-5_42
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DOI: https://doi.org/10.1007/978-3-540-30583-5_42
Publisher Name: Springer, Berlin, Heidelberg
Print ISBN: 978-3-540-24476-9
Online ISBN: 978-3-540-30583-5
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