Simulation analysis of inbound call center of a city-gas company

An inbound call center of a city-gas company was simulated to examine the proper target of the service level procedures were proposed to find the optimal number of agents, considering their skills and the scheduling of the agents to meet the frequency of customer calls. First, integer programming was adopted to obtain an initial feasible solution. Second, a special-purpose system was designed and developed to modify planned recesses for each agent. Then, optimal solutions were obtained by performing simulation together with direct-search methods. The proposed procedure was applied to a real case in order to confirm its effectiveness.