Simulation applied to Evaluate and Improve the Operation of a Soccer Ticket Club Call Centre
Keywords:
Business Process Simulation, Call Centre, Performance Evaluation, ImprovementAbstract
Today, call centres are complex systems, consisting of various technological appliances, employing different skilled agents and often spreading on a multi-site worldwide environment. Simulation seems to be the appropriate technique to analyze and optimize such complex systems and has been applied to several cases. This paper examines the appropriateness of the simulation method on a case study where the modelling objectives are derived by the simulation outcomes. It facilitates the “interaction” between the researcher and the model, a process which can enhance the whole study and lead to useful conclusions. Furthermore, the presented simulation models incorporate a combination of aspects including a variable input schedule, multiple services, retrials, call routing, a complex resource allocation policy and queue abandonment phenomena. The methodology followed in the case study includes the assessment of the initial operation of a call centre and the evaluation of improvement scenarios. As shown in this paper, simulation can be applied on different phases of a call centre’s operation such as the evaluation of its performance, the improvement of its operation and the support of day to day activities.Downloads
How to Cite
PANAYIOTOU, N., & EVANGELOPOULOS, N. (2009). Simulation applied to Evaluate and Improve the Operation of a Soccer Ticket Club Call Centre. Systèmes d’Information Et Management (French Journal of Management Information Systems), 14(4), 31–50. Retrieved from https://revuesim.org/index.php/sim/article/view/293
Issue
Section
Empirical research
License
The author bears the responsibility for checking whether material submitted is subject to copyright or ownership rights (e.g. figures, tables, photographs, illustrations, trade literature and data). The author will need to obtain permission to reproduce any such items, and include these permissions with their final submission.
It is our policy to ask all contributors to transfer for free the copyright in their contribution to the journal owner. There are two broad reasons for this:
- ownership of copyright by the journal owner facilitates international protection against infringement of copyright, libel or plagiarism;
- it also ensures that requests by third parties to reprint or reproduce a contribution, or part of it, in either print or electronic form, are handled efficiently in accordance with our general policy which encourages dissemination of knowledge within the framework of copyright.
In conformity with the French law, the author keeps the 'moral rights' related to the article:
- The 'authorship right': It is the author's right to have his name associated with each publication and exploitation of the article.
- The 'integrity right': It can be claimed by the author if he finds that during an exploitation, his work has been distorted (cutting, reassembly...).