MODELO SIMULADO PARA LA MEDICIÓN DEL DESEMPEÑO DE LOS TELEOPERADORES EN UN CALL CENTER

Abstract

This paper describes a hypothetical simulation model developed in ProModel ® for a call center inbound calls type. Which includes the choice by users of the service type required as television, phone or internet, or if the service is a home or business level, and the possibility to select from options to request information of the services offered by the company, making a complaint or report of a technical failure in the contracted service. Based on secondary information collected, input distributions are specified for the simulation of the random behavior of the phenomenon and conducting experimental runs under a 2k design. The proposed design allows evaluating different scenarios that include factors associated with the ability of operators such as work experience, education and the type of training, and technical factors such as the number of phone assistance lines. Next, the effects of the studied factors on service rates and abandonment rates and on the average time spent in the system are evaluat ed, leading to identify system configurations that have higher performance.