A Modeling Tool to Minimize the Expected Waiting Time of Call Center's Customers with Optimized Utilization of Resources

In order to deliver assured Quality of Service (QoS) to the customer in terms of minimizing the expected waiting time in the queue; the service providers are putting a lot of effort. The varying calling pattern of the customers during different times of the day poses many challenging problems in terms of allocating the number of employees in an efficient manner to handle the customer's calls. To be on the safe side, the service providers put more number of employees to handle customer calls, which also causes over provisioning of the resources and result high cost. On the other side, if service providers use less number of employees especially during the peak times, the customer has to wait for a long time in the queue before it gets service, which ultimately reduces the customer's satisfaction experience in terms of QoS. So there is a need to find out the best tradeoff between the number of employees allocated to serve the customers and the expected waiting time of the customer in the queue during different times of the day. To provide an efficient and assured QoS, here we present a novel and robust idea, which not only is targeting to reduce the expected waiting time of the customer in the queue but also provide an efficient mechanism to allocate varying number of employees during different time slots of the day according to the demand.