Georgeta Soava

Modeling and Simulating a Call Center Activity

In this paper we intend to develop an IT application for the management of customers and tickets in the call center of a firm that produces software. The aim of this application is the automatic distribution of the customers’ calls and their quick solving and to offer customers support in using and repairing the purchased software. Thus, we have begun by presenting some theoretical considerations regarding the business processes, their modelling and techniques of modelling, which are useful in the case study. Then, we have modelled and simulated the call center activity in order to maximize productivity and reduce the waiting time. We have decided to develop such an application as the software developers market is in full development, and such a company must offer its customers support and consultancy and by using the customer management system, the work of the department is more efficient.