Call Center Performance Enhancement Using Simulation and Modeling

by Anton, Jon; Bapat, Vivek; Hall, Bill

• ISBN13: 9781557531827
• ISBN10: 155753182X
• Format: Paperback
• Copyright: 2000-06-15
• Publisher: Purdue Univ Pr

Summary

"A customer access center that is accessible anytime, anywhere, in any form, and for free is emerging as critical to global business strategy. The authors provide insight into trends in the call center and simulation software industries and their interface; present a case for using simulation in call-center analysis; detail the technology infrastructure; and offer seven case studies (e.g. Bank of America, United Parcel Service)." - Book News, Inc.

Author Biography

Jon Anton is associated with the Purdue University Center for Customer-Driven Quality. He specializes in enhancing customer service strategy through inbound call centers and teleweb centers using the latest in telecommunications and computer technology. Vivek Bapat is the product manager for Call$im, which received the 1998 Product of the Year Award from Call Center Solutions Magazine and Call Center News Service. He has more than eight years of experience in the simulation field, including the development of special-purpose simulation solutions, consulting, customer support, and sales and marketing. Bill Hall is a management consultant with Call Center Services. His speciality is using computer simulation to analyze call center performance and to develop strategies to support management decisions that drive call center operations. He has worked for 20 years in senior information technology management positions in a number of industries, including manufacturing, insurance, and health care.

Table of Contents

Preface	vii
Acknowledgments	ix
The Emergence of Simulation Tools in the Call Center	1	(6)
Sweeping changes in Today's Business World	1	(5)
Outline of This Book	6	(1)
The Value of Simulation	7	(16)
Exploring the World of Simulation	7	(1)
Discrete Event Simulation	8	(1)
Randomness and Variability---Key Performance Influencers	9	(4)
Simulation	13	(4)
Benefits of Simulation	17	(2)
Simulations Transition through the Technology Life Cycle	19	(4)
Where Simulation Fits in Call-Center Analysis	23	(8)
The Case for Using Simulation in Call-Center Analysis---An Emerging Market	23	(2)
How the Industry Is Gearing up to Meet the Specific Demands of Call-Center Analysis	25	(2)
Why Other Tools Don't Measure Up	27	(2)
What Can We Expect from Future Simulation Products and the Industry Itself?	29	(2)
Tactical and Strategic Uses of Simulation Tools	31	(20)
Introduction	31	(1)
Common Applications for Call-Center Simulation	32	(2)
Simulation Framework	34	(3)
Call-Center Simulation Examples	37	(13)
Summary	50	(1)
How Simulation Embraces Future Call-Center Trends	51	(12)
Background	51	(3)
Call-Center Redesign Options	54	(2)
Techonology Infrastructure	56	(2)
Emerging Trends	58	(5)
Using Simulation as a Financial Analysis Tool	63	(18)
Introduction	63	(1)
Background	64	(2)
Performance Measures	66	(1)
Evaluating the Call Center Using Simulation	67	(14)
Dollars and Cents---Making the Case for Simulation at the Call Center	81	(18)
Introduction	81	(1)
Do Simulation Tools Address the Problems and needs Facing Today's Call Center?	82	(2)
How Will Simulation Tools Be Used?	84	(1)
Vendors and the Simulation Tool Marketplace	85	(10)
Developing the Business Case	95	(2)
Conclusions and Recommendations	97	(2)
Case Studies	99	(30)
1---SBC Communications	101	(4)
2---Navy Federal Credit Union	105	(4)
3---Communications Data Services, Inc.	109	(2)
4---IITRI	111	(6)
5---Oracle Corporation	117	(4)
6---Bank of America	121	(4)
7---United Parcel Service	125	(4)
Index	129	(4)
About the Authors	133