Facilitation of call center size decision under uncertainty: Consulting project

Abstract

The Thesis deals with the issue of uncertainty management by a call center. The goal of the research is to propose a new approach to facilitation of decisions on call center size. The methodology is based on simulation modeling approach and provides information on call center service level and incremental annual costs for various call center sizes. Call center service level is measured by abandonment rate, which is new in the literature. The methodology is applied to the retail banking industry, where it can also be used as a tool of automatic call center size adaptation to changes in external environment and bank’s own activities.