Abstract

Determining an adequate workforce size to achieve service level and abandonment rate targets is a complex and important decision for call center managers. Even more complex is to understand the trade-offs among the number of multiple-skill operators and the bi-criteria target; service level and abandonment. A discrete event simulation model was found to be suitable to determine an adequate level of cross-training and illustrate the trade-off effects of a large Chilean call center. From the results, valuable insights about the effects of sacrificing one of the targets can be determined as a way to reduce operational costs in a call center.

Talk to us

Join us for a 30 min session where you can share your feedback and ask us any queries you have

Schedule a call

Disclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.