Reengineering call centre operations using simulation

In today’s customer-centric business environments, the company’s ability to improve execution to meet customer needs and requirements often dictates its competitiveness and long-term profitability. iven the increasing importance of customer satisfaction to the company’s survival, this paper focuses on the typical call center environment where customers’ service inquiries should be answered in a courteous, fast, and orderly fashion, while utilizing the given number of telephone service representatives. This paper also develops a simulation model that validates the reengineering efforts of the real-world company to improve its call center operations.