Journal of the Korea Society for Simulation (한국시뮬레이션학회논문지)

The Korea Society for Simulation (한국시뮬레이션학회)
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Enhancing the Performance of Call Center using Simulation

시뮬레이션을 통한 콜센터의 성능 개선

  • 김윤배 (성균관대학교 시스템경영공학부) ;
  • 이창헌 (성균관대학교 시스템경영공학부) ;
  • 김재범 (성균관대학교 시스템경영공학부) ;
  • 이계신 (성균관대학교 시스템경영공학부) ;
  • 이병철 (성균관대학교 시스템경영공학부)
  • Published : 2003.12.01
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Abstract

Managing a call center is a complex and diverse challenge. Call center becomes a very important contact point and a data ware house for successful CRM. Improving performance of call center is critical and valuable for providing better service. In this study we applied forecasting technique to estimate incoming calls and ProModel based simulation model to enhance performance of a mobile telecommunication company's call center. The simulation study shows reduction in managing cost and better customer's satisfaction.

Keywords

References

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