TY  - JOUR
T1  - Building a Generic Simulation System to Enhance the Performance of Call Centers
AU - Ramli, Razamin AU - Khalid Abduljabbar, Waleed 
JO  - Journal of Engineering and Applied Sciences
VL  - 11
IS  - 6
SP  - 1408
EP  - 1416
PY  - 2016
DA  - 2001/08/19
SN  - 1816-949x
DO  - jeasci.2016.1408.1416
UR  - https://makhillpublications.co/view-article.php?doi=jeasci.2016.1408.1416
KW  - Call center
KW  -average waiting time in queue
KW  -call abandonment rate
KW  -simulation technique
KW  -efficient
AB  - 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.
ER  -