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A Discrete Event Simulation Study for Incoming Call Centers of a Telecommunication Service Company

  • Yun Bae Kim
  • Heesang Lee
  • Hoo-Gon Choi
Conference paper
Part of the Lecture Notes in Computer Science book series (LNCS, volume 3397)

Abstract

Call center becomes an important contact point, and an integral part of the majority of corporations. Managing a call center is a diverse challenge due to many complex factors. Improving performance of call centers is critical and valuable for providing better service. In this study we applied forecasting techniques to estimate incoming calls for a couple of call centers of a mobile telecommunication company. We also developed a simulation model to enhance performance of the call centers. The simulation study shows reduction in managing costs, and better customer’s satisfaction with the call centers.

Keywords

Call Center Quality Inquiry Discrete Event Simulation Service Time Distribution Incoming Call 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.

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Copyright information

© Springer-Verlag Berlin Heidelberg 2005

Authors and Affiliations

  • Yun Bae Kim
    • 1
  • Heesang Lee
    • 1
  • Hoo-Gon Choi
    • 1
  1. 1.Sungkyunkwan UniversitySuwonKorea

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