Article

Call center simulation modeling: Methods, challenges, and opportunities

Authors:

Vijay Mehrotra,

Jason FamaAuthors Info & Claims

WSC '03: Proceedings of the 35th conference on Winter simulation: driving innovation

Pages 135 - 143

Published: 07 December 2003 Publication History

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Abstract

Using stochastic models to plan call center operations, schedule call center staff efficiently, and analyze projected performance is not a new phenomenon, dating back to Erlang's work in the early twentieth century. However, several factors have recently conspired to increase demand for call center simulation analysis.

• Increasing complexity in call traffic, coupled with the almost ubiquitous use of Skill-Based Routing.

• Rapid change in operations due to increased merger and acquisition activity, business volatility, outsourcing options, and multiple customer channels (inbound phone, outbound phone, email, web, chat) to support.

• Cheaper, faster desktop computing, combined with specialized call center simulation applications that are now commercially available.

In this tutorial, we will provide an overview of call center simulation models, highlighting typical inputs and data sources, modeling challenges, and key model outputs. In the process, we will also present an interesting "real-world" example of effective use of call center simulation.

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Cited By

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Alves MMatias Rde Freitas Filho PBuckley SMiller J(2014)Modeling and simulation applied to capacity planning of voice gatewaysProceedings of the 2014 Winter Simulation Conference10.5555/2693848.2694243(3143-3154)Online publication date: 7-Dec-2014
https://dl.acm.org/doi/10.5555/2693848.2694243
Steinmann Gde Freitas Filho PHill RKuhl M(2013)Using simulation to evaluate call forecasting algorithms for inbound call centerProceedings of the 2013 Winter Simulation Conference: Simulation: Making Decisions in a Complex World10.5555/2675983.2676126(1132-1139)Online publication date: 8-Dec-2013
https://dl.acm.org/doi/10.5555/2675983.2676126
Munoz DBrutus MHill RKuhl M(2013)Understanding the trade-offs in a call centerProceedings of the 2013 Winter Simulation Conference: Simulation: Making Decisions in a Complex World10.5555/2675983.2675942(3992-3993)Online publication date: 8-Dec-2013
https://dl.acm.org/doi/10.5555/2675983.2675942
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Call center simulation modeling: Methods, challenges, and opportunities
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Published In

WSC '03: Proceedings of the 35th conference on Winter simulation: driving innovation

December 2003

2094 pages

ISBN:0780381327

General Chair:
David Ferrin
Naperville, IL
,
Program Chair:
Douglas J. Morrice
The University of Texas at Austin, Austin, TX

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Winter Simulation Conference

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Published: 07 December 2003

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(SCS)
IEEE/SMCS

WSC03: Winter Simulation Conference 2003

December 7 - 10, 2003

Louisiana, New Orleans

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WSC '03 Paper Acceptance Rate 128 of 189 submissions, 68%;

Overall Acceptance Rate 3,413 of 5,075 submissions, 67%

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Alves MMatias Rde Freitas Filho PBuckley SMiller J(2014)Modeling and simulation applied to capacity planning of voice gatewaysProceedings of the 2014 Winter Simulation Conference10.5555/2693848.2694243(3143-3154)Online publication date: 7-Dec-2014
https://dl.acm.org/doi/10.5555/2693848.2694243
Steinmann Gde Freitas Filho PHill RKuhl M(2013)Using simulation to evaluate call forecasting algorithms for inbound call centerProceedings of the 2013 Winter Simulation Conference: Simulation: Making Decisions in a Complex World10.5555/2675983.2676126(1132-1139)Online publication date: 8-Dec-2013
https://dl.acm.org/doi/10.5555/2675983.2676126
Munoz DBrutus MHill RKuhl M(2013)Understanding the trade-offs in a call centerProceedings of the 2013 Winter Simulation Conference: Simulation: Making Decisions in a Complex World10.5555/2675983.2675942(3992-3993)Online publication date: 8-Dec-2013
https://dl.acm.org/doi/10.5555/2675983.2675942
Blake RKyper EDouglas M(2012)Using Business Intelligence for Operational Decision-Making in Call CentersInternational Journal of Decision Support System Technology10.4018/jdsst.20120101044:1(43-54)Online publication date: 1-Jan-2012
https://dl.acm.org/doi/10.4018/jdsst.2012010104
Taylor J(2012)Density Forecasting of Intraday Call Center Arrivals Using Models Based on Exponential SmoothingManagement Science10.1287/mnsc.1110.143458:3(534-549)Online publication date: 1-Mar-2012
https://dl.acm.org/doi/10.1287/mnsc.1110.1434
Ali ABaughman AGao JPan J(2011)Intelligent call routingProceedings of the Eleventh International Workshop on Multimedia Data Mining10.1145/2237827.2237832(1-9)Online publication date: 21-Aug-2011
https://dl.acm.org/doi/10.1145/2237827.2237832
Franzese LFioroni MBotter Rde Freitas Filho PDunkin AIngalls R(2009)Comparison of call center modelsWinter Simulation Conference10.5555/1995456.1995859(2963-2970)Online publication date: 13-Dec-2009
https://dl.acm.org/doi/10.5555/1995456.1995859
de Freitas Filho Pda Cruz GSeara RSteinmann GTew J(2007)Using simulation to predict market behavior for outbound call centersProceedings of the 39th conference on Winter simulation: 40 years! The best is yet to come10.5555/1351542.1351940(2247-2251)Online publication date: 9-Dec-2007
https://dl.acm.org/doi/10.5555/1351542.1351940
Jansen-Vullers MNetjes MReijers HStegeman M(2006)A redesign framework for call centersProceedings of the 4th international conference on Business Process Management10.1007/11841760_21(306-321)Online publication date: 5-Sep-2006
https://dl.acm.org/doi/10.1007/11841760_21
Takakuwa SOkada T(2005)Simulation analysis of inbound call center of a city-gas companyProceedings of the 37th conference on Winter simulation10.5555/1162708.1163062(2026-2033)Online publication date: 4-Dec-2005
https://dl.acm.org/doi/10.5555/1162708.1163062
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Using simulation to evaluate call forecasting algorithms for inbound call center

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Focus on Data Center: An IT consultant's essential guide for working in data center environment

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