A simulation approach to restructuring call centers

Authors: Lam, Kokin; Lau, R.S.M.

Source: Business Process Management Journal, Volume 10, Number 4, 2004 , pp. 481-494(14)

Publisher: Emerald Group Publishing Limited

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Abstract:

As the call center services are becoming an integrated part of most organizations, the efficiency of their operations is vital to the competitiveness of the organizations. This paper describes a restructuring effort of a Hong Kong-based company, which provides technical support services in office equipment, computer and system products. Faced with many process improvement opportunities, a simulation approach is used to explore the different options and to evaluate the results for restructuring the existing call centers. The analysis of the simulated results has confirmed that the greatest improvement opportunity is to merge the existing resources into a single call center. Assured by the simulation findings, management is able to evaluate different tangible and intangible benefits before implementing the restructuring plan.

Keywords: Business process re-engineering; Call centres; Organizational structures; Simulation

Document Type: Research article

DOI: http://dx.doi.org/10.1108/14637150410548119

Publication date: 2004-08-01