Comparison of Call Center models

Luiz Augusto G. Franzese, Marcelo Moretti Fioroni, Rui Carlos Botter, Paulo Jose de Freitas Filho
2009 Proceedings of the 2009 Winter Simulation Conference (WSC)  
Call Centers are important channels of communication within the consumer relationship and a point of integration between suppliers and their customers. Correctly sizing the capacity of a given Call Center can bring benefits not only in terms of improved customer service (efficacy), but also in terms of reduced operating costs (efficiency). However, specifying the capacity of a Call Center is not a trivial task, but one that demands a significant knowledge of mathematics, in particular of
more » ... cal models. This paper presents the Erlang B, Erlang C and Simulation models followed by a comparison based on a case study, in order to identify the advantages of using simulation. 2963 978-1-4244-5771-7/09/$26.00 ©2009 IEEE Franzese, Fioroni, Botter and Freitas
doi:10.1109/wsc.2009.5429228 dblp:conf/wsc/FranzeseFFB09 fatcat:r2ndjzcmbreyjgbzqmpfekswoe