The purpose of this work is to analyse, model, and optimize the call center of a telecommunications company. One of the performance measurements of the call center effectiveness is waiting times, which increase in length when system is overloaded. The workload of the call center depends on the amount of incoming calls. Therefore, we built and tested prediction models for predicting the number of incoming calls. Call center was analytically modeled as a queueing system. Performance measurements were calculated based on M/M/c model and compared to real data to see if M/M/c model models call center operations well. Due to some violations of the assumptions of the M/M/c model, we decided to simulate the call center's operations using discrete-event simulation.
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