文章基本信息

标题：Scenario Analysis within a Call Center Using Simulation
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作者：Marco Aurélio Carino Bouzada
期刊名称：Journal of Operations and Supply Chain Management
印刷版ISSN：1984-3046
出版年度：2009
卷号：2
期号：1
页码：89-103
DOI：10.12660/joscmv2n1p89-103
语种：English
出版社：FGV-EAESP
摘要：This paper works on and presents the results of several analyses - scenario and sensitivity - made with the help of Simulation and focused on dimensioning questions of handling capacity in a large Brazilian call center. The objective is to measure the sensitivity of the call center's performance to potential modifications of critical variables. The bibliography related to the application of such tool in call centers is reviewed, and the way by which the problem is treated nowadays is described in detail. The methodology used to achieve this article objective involved a simulation model in the Arena Contact Center software, which worked as base case upon where the scenario and sensitivity analyses could be performed. This paper comes to the conclusion that Simulation is a tool perfectly adequate to its purpose as long as it could be able to show, for the studied call center, mainly that: (i) it is possible to reduce the operator contingent; (ii) fair variations on the demand pattern can impact too much the performance indicators; and (iii) it is possible to improve the service level if an aggregated handling format is adopted.
关键词：Call center, Dimensioning, Simulation, Queue Theory.