Call Center Model Description

Staffing of Call Centers has become a important issue for many companies today. Balancing staffing levels with the need to maintain the high level of service that consumers demand, requires complex analysis.

In this model, three types of calls are generated: Type A, TypeB and Type C. Each call type has its own cyclical schedule, at a generate activity inside the Generate Phone Calls process.

The center is staffed by 3 levels of Technicians: X, Y, and Z.

• Question Type A can be answered by any of the three technicians
• Question Type B can be answered by a Y or Z Technician
• Question Type C can be answered only by a Z Technician

The numbers of each type of Technician available in the model are model parameters. Each time the simulation is started, a dialog box will open. The user change any of the model parameters from that dialog.

By default, the incoming call buffer can contain no more than 10 calls on hold. If 10 callers are already on hold, the next incoming call will get a busy signal and be dropped. The maximum number of calls the buffer can hold is also a model parameter, the user will be prompted to change the queue's capacity each time the model is run.

If a call is on hold for too long (in the buffer) it will hang up (renege). The renege time for each type of call is set by a model parameter and can be changed each time the model is run.

This model can be run using SIMPROCESS Lite. It was built using advanced features available in SIMPROCESS Professional.

Demonstration Model

In order to view the demonstration model you must have SIMPROCESS installed on your computer and you must have a license. If you don’t have SIMPROCESS you may download a trial version.

You must save the demo model file by RIGHT CLICKING on the file below and select "Save Target As". Save the file to your computer. After you launch SIMPROCESS select File and Open. Then navigate to where you saved the demo file and select to open it.

Call Center Demonstration Model file (CallCenter.spm)

Additional demonstration models are stored on your computer in the default location: C:\ProgramFiles\SIMPROCESS\models\Demos

View the Call Center Demonstration Model with your web browser.