Article

Simulation analysis of inbound call center of a city-gas company

Authors:

Soemon Takakuwa,

Takako OkadaAuthors Info & Claims

WSC '05: Proceedings of the 37th conference on Winter simulation

Pages 2026 - 2033

Published: 04 December 2005 Publication History

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Abstract

An inbound call center of a city-gas company was simulated to examine the proper target of the service level procedures were proposed to find the optimal number of agents, considering their skills and the scheduling of the agents to meet the frequency of customer calls. First, integer programming was adopted to obtain an initial feasible solution. Second, a special-purpose system was designed and developed to modify planned recesses for each agent. Then, optimal solutions were obtained by performing simulation together with direct-search methods. The proposed procedure was applied to a real case in order to confirm its effectiveness.

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Cited By

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Gaku RTakakuwa S(2015)Big data-driven service level analysis for a retail storeProceedings of the 2015 Winter Simulation Conference10.5555/2888619.2888709(791-799)Online publication date: 6-Dec-2015
https://dl.acm.org/doi/10.5555/2888619.2888709
Miwa KTakakuwa SYücesan E(2010)Optimization and analysis of staffing problems at a retail storeProceedings of the Winter Simulation Conference10.5555/2433508.2433745(1911-1923)Online publication date: 5-Dec-2010
https://dl.acm.org/doi/10.5555/2433508.2433745
Liu YTakakuwa SDunkin AIngalls R(2009)Simulation-based personnel planning for materials handling at a cross-docking center under retail distribution environmentWinter Simulation Conference10.5555/1995456.1995786(2414-2425)Online publication date: 13-Dec-2009
https://dl.acm.org/doi/10.5555/1995456.1995786

Simulation analysis of inbound call center of a city-gas company
1. Applied computing
  1. Enterprise computing

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WSC '05: Proceedings of the 37th conference on Winter simulation

December 2005

2769 pages

ISBN:0780395190

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Winter Simulation Conference

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Published: 04 December 2005

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WSC '05 Paper Acceptance Rate 209 of 316 submissions, 66%;

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Gaku RTakakuwa S(2015)Big data-driven service level analysis for a retail storeProceedings of the 2015 Winter Simulation Conference10.5555/2888619.2888709(791-799)Online publication date: 6-Dec-2015
https://dl.acm.org/doi/10.5555/2888619.2888709
Miwa KTakakuwa SYücesan E(2010)Optimization and analysis of staffing problems at a retail storeProceedings of the Winter Simulation Conference10.5555/2433508.2433745(1911-1923)Online publication date: 5-Dec-2010
https://dl.acm.org/doi/10.5555/2433508.2433745
Liu YTakakuwa SDunkin AIngalls R(2009)Simulation-based personnel planning for materials handling at a cross-docking center under retail distribution environmentWinter Simulation Conference10.5555/1995456.1995786(2414-2425)Online publication date: 13-Dec-2009
https://dl.acm.org/doi/10.5555/1995456.1995786

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“Call for Prices”: Strategic Implications of Raising Consumers' Costs

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Using simulation to evaluate call forecasting algorithms for inbound call center

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