Simulation and Optimization of a New Multi-Channel Contact Center System

Authors

Junxiang Li, Business School, University of Shanghai for Science and Technology, Shanghai 200093, China;Follow
Lichao Li, Business School, University of Shanghai for Science and Technology, Shanghai 200093, China;
Kun Ma, Business School, University of Shanghai for Science and Technology, Shanghai 200093, China;

Abstract

Abstract: In the actual operation of a contact center, it often encounters a large number of calls caused by an emergency. A traditional call center with a simple first-come-first-served queuing rule can hardly handle the rapid increase of calls properly. In this regard, without changing the number of seats, the call-back service channel for evacuating tasks and the special service channel for ensuring the service level are added. Considering customer abandonment, a new multi-channel queuing model for a contact center is built. This model is simulated by FlexSim software, and the results are comparatively analyzed. It is found that the robustness of the new contact center model is much higher than that of a traditional call center.

Recommended Citation

Li, Junxiang; Li, Lichao; and Ma, Kun (2022) "Simulation and Optimization of a New Multi-Channel Contact Center System," Journal of System Simulation: Vol. 34: Iss. 2, Article 17.
DOI: 10.16182/j.issn1004731x.joss.20-0719
Available at: https://dc-china-simulation.researchcommons.org/journal/vol34/iss2/17

First Page

342

Revised Date

2020-11-18

DOI Link

https://doi.org/10.16182/j.issn1004731x.joss.20-0719

Last Page

353

CLC

F273.1

Recommended Citation

Junxiang Li, Lichao Li, Kun Ma. Simulation and Optimization of a New Multi-Channel Contact Center System[J]. Journal of System Simulation, 2022, 34(2): 342-353.

DOI

10.16182/j.issn1004731x.joss.20-0719