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Swot Analysis Of A Call Center

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A call center is a central place or a network of placed where telephone calls are handled by an enterprise. A call center has the ability to handle a considerable volume of calls, forward those to qualified agents, and log them.
The standard processes and the related performance measures in a call center are analyzed by using simulation methodologies. Such an approach will introduce the advances of using simulation in designing and managing complex systems.
Two alternative designs are evaluated to improve the performance of the system. The first alternative is the call back option which is considered for the calls when the expected waiting times are greater than the threshold value. The second alternative is hiring part-time agents …show more content…

The service level objective is to respond at least 80% of incoming calls within 20 seconds. The cost structure of the call center are fixed cost which is consist of agent payments which are not affected by operational performance and operational cost which are directly affected by the operational performance. The components of an operational cost are inbound telecommunication cost incurred from total duration of IVR experience, information systems cost per IVR experience, and Cost of erosion of the bank’s customer …show more content…

Healthcare management operates in an environment of aggressive pricing, tough competition, demanding patients, and changing guidelines. To meet this challenges, healthcare management must respond quickly to identify critical system process, recognize relevant resources, access real time information, and analyze the “what if’ cases. There are two applications of computer simulation to healthcare management and operations (1) Applications to healthcare systems at various levels of communities, regions, or other nations which is intended to study the provisions of mental health, public health, health reform, or healthcare reforms with policy implications (2) Applications to specific operations, processes or service in healthcare institutions which includes applications intended to improve facility design, staffing, and scheduling to reduce patient wait times and operating costs. The common objective of these simulations models is to reduce patient waiting times in the emergency department or other settings

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