Modelling a Call Center

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Alex leus
Junior Member
Posts: 14
Joined: Fri Mar 29, 2002 3:39 am

Modelling a Call Center

Post by Alex leus »

Hi Rutger,
To get started I would sit down with key Supervisor's and employee's to
understand the work flows , computer and communications systems etc. they
use to do their work. This will give you a good picture of the structure of
the process. You would also want to find out about their process measurement
system. From here you can start putting a high level flow & stock etc.
model together that you can take back to the people you interviewed.
Cheers,

Alex
From: ""Alex Leus"" <leusa@tds.net>

Mark Heffernan
Junior Member
Posts: 14
Joined: Fri Mar 29, 2002 3:39 am

Modelling a Call Center

Post by Mark Heffernan »

Try the Xjtek website (www.xjtek.com) and download a demo version of
AnyLogic. I believe that it has some call centre models. Also I think
there are some call centre models that come with Extend. Also there are
some good SD papers around that deal with service quality in Call
Centres but I'm not sure of the references

Regards
Mark Heffernan
From: ""Mark Heffernan"" <MHeffernan@evanspeck.com>



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