Maximize the resource utilization in outbound call center operations by using simulation modeling

Abstract

A call center consists of different departments, various physical, intellectual and human resources and the data is managed by an ERP system. Cell C makes use of the C-Advance ERP system in their call centers, and this ERP system needs to be integrated with the rest of the ERP system used in other departments. There are internal and external departments within the whole call center system. Internal departments include Sales, Quality Control and the warehouse. External departments are the courier service RAM and the audit company Vericon. The Pre-to-Post process has various steps. From the initial call, quality control, credit check, RICA registration, order picking, order correctly shipped, RAM delivery service, activation and termination of the order entity. Currently the system is not mapped and the process flow is not visible. Too many resources are allocated to certain departments and the throughput rate is smaller than the set target. There also exists a shortage in stock of the more popular handsets on contract. The aim of this project is to map the process and identify problem areas. Then to remove bottlenecks, streamline the operations and eliminate the stock shortage by making use of tools such as Arena® Simulation Software, Microsoft Office Visio 2007, Probability Models, Operations Management and Fixed-order Quantity Models.