Razamin  Ramli, Waleed  Khalid Abduljabbar, 
    Building a Generic Simulation System to Enhance the Performance of Call Centers,
    Journal of Engineering and Applied Sciences,
    Volume 11,Issue 6,
    2016,
    Pages 1408-1416,
    ISSN 1816-949x,
    jeasci.2016.1408.1416,
    (https://makhillpublications.co/view-article.php?doi=jeasci.2016.1408.1416)
    Abstract: Now a days, there are many call centers where a group of agents services customers remotely via telephone. Each call center company has its net objective and goal to achieve. This study uses suitable performance measures to evaluate a current call center model. The measures are average waiting time in queue and call abandonment rate. To evaluate the performance of a call center, one suitable technique is a simulation. The objective of this study is developing a generic simulation model and evaluate the results of the performance measure regarding average waiting time in queue and call abandonment rate. The main two goals are using as a benchmark analysis. The solution yielded from the proposed model is proven to be efficient and able to achieve the manager’s goal.
    Keywords: Call center;average waiting time in queue;call abandonment rate;simulation technique;efficient