TY  - JOUR
AB  - 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.
VL  - 10
IS  - 4
SN  - 1463-7154
DO  - 10.1108/14637150410548119
UR  - https://doi.org/10.1108/14637150410548119
AU  - Lam Kokin
AU  - Lau R.S.M.
PY  - 2004
Y1  - 2004/01/01
TI  - A simulation approach to restructuring call centers
T2  - Business Process Management Journal
PB  - Emerald Group Publishing Limited
SP  - 481
EP  - 494
Y2  - 2024/04/16
ER  -