Simulation Modeling for Call Center Management: A Case Study in a Private Bank

Yakın zamanda yaşanan teknolojik gelişmeler ve iş çevrelerindeki hızlı değişim çağn merkezi yönetimini hızla büyüyen bir endüstri haline getirmektedir. Çağn merkezi tasarımındaki ve süreçlerindeki esneklik artık performans gelişiminin en temel gereksinimidir. Bu çalışmada biri "geri arama opsiyonu" diğeri "operator say ismi arttırma" olmak üzere iki çağn merkezi yönetim karar opsiyonu benzetim modelleme ile değerlendirilmekte ve özel bir bankanın, çağn merkezinin IVR sisteminde bir çalışma yapılmaktadır. Benzetim yaklaşımının çağn merkezlerinde artan maliyet ve yükselen servis seviyesi arasındaki ilişkiyi göstererek, değerli yönetimsel sezgiler geliştirmede kullanılabileceği gösterilmektedir. Çağn merkezi yönetiminde verilen kararların kalitesini arttırmak için, benzetim tabanlı karar destek sistemlerinin tasarlanması önerilmektedir.
Anahtar Kelimeler:

benzetim

Çağrı Merkezi Yönetimi İçin Benzetim Modelleme: Özel Bir Bankada Vaka Çalışması

Recent technology advances and the faster pace of change in business environments have made call center management a rapidly growing industry. Flexibility in call center design and processes is now one of the basic requirements for improved performances. In this study two alternative call center management decisions, namely "introducing the call back" option and "increasing the agent size" options are evaluated by using simulation modeling on the IVR (interactive voice recognition) system of a private bank call center. It is shown that the simulation approach can be used to generate valuable managerial insights by setting the trade off between the increased costs and increased service levels in call center management. It is suggested that the simulation based decision support systems can be designed to increase the quality of decisions in call center management.
Keywords:

simulation,

Kaynakça

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Kaynak Göster