Simulation of a Queuing System Case Study: Call Center Service in a Organization

Abstract

The objectives of the study is to fine the queuing system of the call center service in A Organization by using the simulation situation. The simulation situation main purpose is to fine the queuing characteristics and offer the alternative way to reduce the customers queuing time. This study use the ARENA program to simulated situation to learn about system efficiency under the uncertainty of the time to spend on service. And the uncertainty of the arrival of customers. Assumes that arrival time follow a Poisson probability distribution and the service times are distributed exponentially. In this study the queuing characteristics of the call center service in A organization is analyzed by multiple-channel queuing model to fine the average number of customers in the system, the average number of customers in line waiting for service, The average time a customer spends in waiting line, the average time a customer spends in the queue waiting for service and Utilization rate.



Author Information
Rutcharin Kullachart, Kasetsart University, Thailand

Paper Information
Conference: ACP2015
Stream: Qualitative/Quantitative Research in any other area of Psychology

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