Sebastian Hew
Toni Huotari

Analysis of Call Center Simulation

Abstract

Call centers are telephone services that companies have to offer assistance to their customers. The purpose of this paper was to produce and analyze a simple simulation of a call center. The analysis was done by comparing the performance of different test cases of call centers. The main parameters to be analyzed were service time and arrival rate of calls as well as the staffing of the labor. The tests indicated a significant difference in performance of the call centers in some cases.