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Wednesday, April 15, 2009

Simulation of Call Center

From M&S perspective, a call-center involves a queuing system. In a queuing system, arrival (of call or customer or request etc.) is discrete i.e. a customer may come anytime. Also, the service time of arrived request is random.

Essentially, call-center system is a discrete event simulation (DES). So, any tool for DES can be used to study and propose solutions to call center issues.

Some of these key issues are:
  • Bottlenecks
  • Over-utilized resources
  • Under resourced elements of a system.
Simul8 can be used for call-center simulation. Modellica and Simulink can also be used.

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