Physical Sciences and Mathematics Commons^™

Performance Indicators Analysis Inside A Call Center Using A Simulation Program, Ditila Ekmekçiu, Markela Muça, Adrian Naço

International Journal of Business and Technology

This paper deals with and shows the results of different performance indicators analyses made utilizing the help of Simulation and concentrated on dimensioning problems of handling calls capacity in a call center. The goal is to measure the reactivity of the call center’s performance to potential changes of critical variables. The literature related to the employment of this kind of instrument in call centers is reviewed, and the method that this problem is treated momentarily is precisely described. The technique used to obtain this paper’s goal implicated a simulation model using Arena Contact Center software that worked as a key …