Call center simulation in Bell Canada
Call centers have relied historically, on Erlang-C bas estimation formulas to help determine number of age positions and queue parameters. These estimators h worked fairly well in traditional call centers, howeve recent trends such as skill-based routing, electro channels and interactive call handling demand mo sophisticated techniques (see Cleveland and Mayb 1997). Discrete event simulation provides the necess techniques to gain insight into these new trends, a helping to shape their current and future designs. T paper relates the experiences of designing call cen simulations in Bell Canada. We the experience constructing, executing and analysing a large call cen model. Problems that we faced are identified a potential solutions are given. The examples are tak from large and small call centers alike in the attempt bring forth some common problems that a simulation will face.