Simulation Improves Call Center Design at Travel Agency Offices

Abstract

Historically, discrete-event process simulation was first, most often, and very profitably applied to manufacturing industries. More recently, simulation applications have broadened significantly to include warehouses, health care (clinics and hospitals), public transport networks, and service industry applications such as retailing and call centers. As simulation becomes more affordable, smaller enterprises use it to good effect. In this paper, the authors describe a successful application of simulation to improve the design and operation of a call center supporting a small, generic travel agency.