Modeling and simulation of abandoned calls and agents utilization of call center

Abstract

A call center is a place where the customers and service providers newlineshare the information through telephone The working environment of call newlinecenter is an arrangement of computers communication equipments people newlineetc with cubicles in which people with earphone sit in front of computer newlineterminals providing tele service to unseen customers Due to development of newlinebusiness the call center faces many challenges Many research works are still newlinein progress to study the challenges of call center with help of queuing model newlineIn this context the abandoned calls agents utilization and waiting time of newlinecustomer etc play an important role in the study of call center newlineThe present work mainly focuses on the study of abandoned calls newlineand agents utilization of call center The study of abandoned calls and newlineagents utilization are done with the help of simulation For this study two newlinequeuing models are considered in which inter arrival time of calls follows newlineexponential distribution for both models service time of calls follows newlinelognormal and gamma distributions abandonment time of calls follows newlineexponential distribution for both models The abandoned calls and agents newlineutilization of call center are analysed by varying the parameters values of newlinelognormal and gamma service time distribution on their ranges and fixing the newlineparameters values of exponential distribution for inter arrivals and newlineabandonment time distributions newlineFurther the present study focuses on contact center for which newlineagents utilization and abandoned calls are considered For this study the newlinequeuing model is considered with inter arrival time as exponential newlinedistribution abandonment time as exponential distribution and service time as newlinegamma distribution newlineIt is concluded that the percentage of abandoned calls will be close newlineto 0 per cent for smaller values of parameters of lognormal distribution and newlinegamma service time distribution It is also concluded that percentage of newlineagents utilization of call center are close to 100 per cent for various values of newlineparameters of lognormal and gamma service time di