Title: Reengineering call centre operations using simulation

Authors: Hokey Min, Vincent Yu

Addresses: Department of Management, BAA 3008C, College of Business Administration, Bowling Green State University, Bowling Green, OH 43403, USA. ' School of Management and Information Systems, 312 Computer Science Building, 870 Miner Circle, University of Missouri-Rolla, Rolla, MO 65409, USA

Abstract: In today|s customer-centric business environment, a company|s ability to adapt customer needs and requirements often dictates its competitiveness and long-term profitability. Owing to the increasing importance of customer satisfaction and its link to company survival, this paper focuses on the typical call centre environment in which customer service inquiries should be answered in a courteous, fast and orderly fashion, while fully utilising the given number of telephone service representatives. This paper also develops a simulation model that validates the reengineering efforts of the real-world company to improve its call centre operations.

Keywords: call centres; simulation; customer service; reengineering.

DOI: 10.1504/IJSTM.2008.016812

International Journal of Services Technology and Management, 2008 Vol.9 No.1, pp.71 - 78

Published online: 24 Jan 2008 *

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