Simulating a modified hybrid approach to resource assignment in a shared billing and claims call center

Westfield Insurance operates a call center that handles billing and claims calls. The call center has resources dedicated to each call type and hybrid resources that can handle both call types. The use of hybrid resources makes it challenging to predict what impact a staffing change will have on service level metrics. This paper documents the approach, lessons learned, and business impacts of modeling the call center with a discrete event simulation. It also provides a method for using queues and resource sets to model hybrid resources.