Call Center

Call Center Simulation Model

A model of a call center with three types of agents: sales team, service team and repair team. Correspondingly there are three types of incoming calls. Different teams can answer different types of calls. The highest probability of successfully solved customer issue is achieved when the call was routed to a member of corresponding team, but it is not always possible. So we have complex routing logic in the model like we do in the real life. Having such model you can play with staff quantity and skill level to optimize the KPI: waiting time distribution's parameters, part of successfully processed calls, utilization of each team staff etc.