Reengineering call centre operations using simulation
by Hokey Min, Vincent Yu
International Journal of Services Technology and Management (IJSTM), Vol. 9, No. 1, 2008

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.

Online publication date: Thu, 24-Jan-2008

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