Analysis of Service Time Distribution in A Call Center Network

In this study, an internet service provider’s call center network is analyzed. The aim is to compare the effects of service time distribution on the system performance. Recent years studies state that lognormal distribution is an acceptable fit to service time of servers in call centers, but this study shows that triangular distribution can be a suitable fit to service time as well. The effects of these two distributions on the performance measures of the call center are compared with each other using a simulation-based approach. Further, Antithetic Variates method is used as a variance reduction technique. The simulation results indicate that there is not a significant difference between the performances of the call centers when the service times of the servers have a symmetric triangular or lognormal distribution

Keywords:

Call Center , Service Time , Distribution , Simulation