@article{MAKHILLJEAS201611613794,
    title = {Building a Generic Simulation System to Enhance the Performance of Call Centers},
    journal = {Journal of Engineering and Applied Sciences},
    volume = {11},
    number = {6},
    pages = {1408-1416},
    year = {2016},
    issn = {1816-949x},
    doi = {jeasci.2016.1408.1416},
    url = {https://makhillpublications.co/view-article.php?issn=1816-949x&doi=jeasci.2016.1408.1416},
    author = {Razamin and},
    keywords = {Call center,average waiting time in queue,call abandonment rate,simulation technique,efficient},
    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.}
    }