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A simulation approach to restructuring call centers

Kokin Lam (Division of Commerce, City University of Hong Kong, Kowloon Tong, Hong Kong)
R.S.M. Lau (Department of Information and Systems Management, Hong Kong University of Science and Technology, Clear Water Bay, Hong Kong)

Business Process Management Journal

ISSN: 1463-7154

Article publication date: 1 August 2004



As the call center services are becoming an integrated part of most organizations, the efficiency of their operations is vital to the competitiveness of the organizations. This paper describes a restructuring effort of a Hong Kong‐based company, which provides technical support services in office equipment, computer and system products. Faced with many process improvement opportunities, a simulation approach is used to explore the different options and to evaluate the results for restructuring the existing call centers. The analysis of the simulated results has confirmed that the greatest improvement opportunity is to merge the existing resources into a single call center. Assured by the simulation findings, management is able to evaluate different tangible and intangible benefits before implementing the restructuring plan.



Lam, K. and Lau, R.S.M. (2004), "A simulation approach to restructuring call centers", Business Process Management Journal, Vol. 10 No. 4, pp. 481-494.



Emerald Group Publishing Limited

Copyright © 2004, Emerald Group Publishing Limited

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