NDLI: Call center simulation in Bell Canada

Content Provider	IEEE Xplore Digital Library
Author	Tanir, O. Booth, R.J.
Copyright Year	1999
Description	Author affiliation: Bell Canada, Montreal, Que., Canada (Tanir, O.)
Abstract	Call centers have relied historically, on Erlang-C based estimation formulas to help determine number of agent positions and queue parameters. These estimators have worked fairly well in traditional call centers, however recent trends such as skill-based routing, electronic channels and interactive call handling demand more sophisticated techniques. Discrete event simulation provides the necessary techniques to gain insight into these new trends, and helping to shape their current and future designs. This paper relates the experiences of designing call center simulations in Bell Canada. With the experience of constructing, executing and analysing a large call center model, problems that we faced are identified and potential solutions are given. The examples are taken from large and small call centers alike in the attempt to bring forth some common problems that a simulationist will face.
Starting Page	1640
Ending Page	1647
File Size	886493
Page Count	8
File Format	PDF
ISBN	0780357809
DOI	10.1109/WSC.1999.816904
Language	English
Publisher	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Publisher Date	1999-12-05
Access Restriction	Subscribed
Rights Holder	Winter Simulation Conf. Board of Dir.
Subject Keyword	Discrete event simulation Parameter estimation Routing Shape Mission critical systems Quality of service Floors Context modeling Analytical models Queueing analysis
Content Type	Text
Resource Type	Article

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3	National Digital Library of India Office, Indian Institute of Technology Kharagpur	The administrative and infrastructural headquarters of the project	Dr. B. Sutradhar bsutra@ndl.gov.in
4	Project PI / Joint PI	Principal Investigator and Joint Principal Investigators of the project	Dr. B. Sutradhar bsutra@ndl.gov.in Prof. Saswat Chakrabarti will be added soon
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