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Digital Library of the
European Council for Modelling and Simulation |
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Title: |
A Tutorial On Modelling Call Centres Using
Discrete Event Simulation |
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Authors: |
Benny
Mathew, Manoj K. Nambiar |
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Published in:
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(2013).ECMS 2013 Proceedings edited
by: W. Rekdalsbakken, R. T. Bye, H. Zhang European Council for Modeling
and Simulation. doi:10.7148/2013 ISBN:
978-0-9564944-6-7 27th
European Conference on Modelling and Simulation, Aalesund, Norway, May 27th –
30th, 2013 |
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Citation
format: |
Benny Mathew, Manoj K. Nambiar (2013). A
Tutorial On Modelling Call Centres
Using Discrete Event Simulation, ECMS 2013 Proceedings
edited by: W. Rekdalsbakken, R. T. Bye, H. Zhang, European Council for Modeling
and Simulation. doi:10.7148/2013-0315 |
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DOI: |
http://dx.doi.org/10.7148/2013-0315 |
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Abstract: |
Arriving at an optimal schedule for the
staff and determining their required skills in a call centre is imperative to
balance the conflicting requirements of delightful customer experience, high
employee satisfaction and low cost. Due to the complex nature of modern call centres, simulation modelling
is increasingly being used to predict their performance. We have modelled a call centre using our in-house discrete event simulation
tool called DESiDE. This paper describes how
every component of call centres were modelled as simulation resources. This paper also
describes the changes that had to be made to DESiDE
in order to handle the special requirements of call centre modelling and also the metrics used by call centres |
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Full
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