Based On Queuing Theory, The Call Center System Simulation

Callcenter industry has become one of the pop resarch topics for the optimation specialists and engineers in our service-driven ecomony. Callcenters and their contemporary successors — contact centers, have become a preferred and prevalent manner for companies to communicate with their customers. Callcenter is an intelligent service-system,which is also called service center for customers. It includes information search,operation consulation,appeal mangement and so on. In the base of the ergodicity on the Markov chain with the finite state space,we simulate queueing service process of the call center in this article. During the simmulational process,the service type in the IVRs is extended to phase-type service from the exponential service. Numberial experimentational results indicate that it is suitable to consider the service type in the IVRs as the phase-type service. Thus the simmulation system is on the verage of the realizal callcenter system. Besides,we consider the traditional callcenter simmulational model. Compared with its simmulational results, we get that their simmulational results are close as long as the average times of the voice service are equal and the discrepancy is not very big between the the variances of the voice service time. Using the simmulational method,we prove that the systemic results of the two models in this article are very closed.Therefore,when analysizing the queueing service model,we only need the second model.