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Categories

Customer Support Center - Business Processes

5919 runs

Added by Dmitrii Vrubel

Application area: Call center modeling

Simulation method: Agent Based, Discrete Event

Customer Support Center

The model describes the work of the Support Center. Requests come to the center and then can be processed
at the different levels of support.

Requests come from three different areas: calls, emails, and faxes.  The complexity of each task can range from 1-3 and will be defined as software or hardware.
A phone call has first priority and should be answered quickly so the customer does not become frustrated and hang up.
The next priority levels are emails and then faxes.  Both of these categories will have a longer customer wait times, with emails being answered first and then faxes. During the busy times of the day request arrival rates will be longer and at night requests arrival rates are shorter.
There are three corresponding employee levels for each customer priority type and a zero level employee who is in training to become a level one employee.  Each employeewill specialize in one of the product types.  If tasks are assigned to employees that are not their specialization it will take longer to process calls.  Other things to consider are that employees will the company at different stages of skill levels and employees will also move up to different levels at different times.  There will be constant shifting of job positions. Four shifts of employees will ensure that there is at least one working and three resting shifts.  Night shifts will have fewer employees.
When a request comes in it will not be allowed to skip the first level but can be resolved at any level. If a task is considered a level three it will automatically go from level one to level three, being allowed to skip level two.
Fax and mail request will work similarly to the phone requests and will progress from level-to-level depending on their product types or specialization.
A call can only be redirected to an employee at a higher level if there is someone available to take the call.  If there isn’t anyone available at the time of transfer employees must keep the caller on the phone until someone at the next level is available.  If there are several available employees the call will be transferred to someone with the corresponding specialization.

The model was created with AnyLogic - simulation software / Call center modeling

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