search query: @author Mehrotra, V. / total: 2
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| Author: | Saltzman, R. M. Mehrotra, V. |
| Title: | A Call Center Uses Simulation to Drive Strategic Change |
| Journal: | Interfaces
2001 : MAY-JUN, VOL. 31:3, p. 87-101 |
| Index terms: | SIMULATION STRATEGY CHANGE |
| Language: | eng |
| Abstract: | A large, customer-focused software company relied on simulation modeling of its call center operations in launching a new fee-based technical-support program. Prior to launching this rapid program, call center managers were concerned about the difficulty of meeting a proposed guarantee to paying customers that they would wait less than one minute on hold. Managers also wanted to know how the new program would affect the service provided to their existing base of regular, nonpaying customers. The authors quickly developed an animated simulation model that addressed these concerns and gave the managers a good understanding for the impact on system performance of changes in the number of customers purchasing the rapid program and in the number of agents. |
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