Analysis of the AVIS Car Rental South Africa call centre

Abstract

The current performance of the Avis Call Centre is measured and the key business operations are analysed. Several possible problem areas are discovered. A complete literature study reveals possible approaches to alleviate these concerns. Analytical modelling is an inappropriate modelling technique and is not sufficient in demonstrating the dynamic network of call centre activities. Simulation modelling is introduced and the Avis Call Centre is simulated with the Rockwell Arena® Software. The required input data is identified and analysed, the simulation model is then constructed. The simulation model is verified and validated. Key performance measures are used to determine the sensitivity of the AVIS Call Centre to external factors and customer influences. The simulation model is used to test many scenarios and possible outcomes to policy and operation changes. AVIS management can use the simulation model to make informed strategic, tactical and operational decisions.