Call center simulation modeling: methods, challenges, and opportunities

Abstract

Using stochastic models to plan call center operations, schedule call center staff efficiently, and analyze projected performance is not a new phenomenon, dating back to Erlang's work in the early twentieth century. However, several factors have recently conspired to increase demand for call center simulation analysis. In this tutorial, we will provide an overview of call center simulation models, highlighting typical inputs and data sources, modeling challenges, and key model outputs. In the process, we will also present an interesting "real-world" example of effective use of call center simulation.