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Your search keyword '"García, Jaime Alberto Giraldo"' showing total 3 results
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3 results on '"García, Jaime Alberto Giraldo"'

1. Digital Twin Application Methodology for the Improvement of Production and Service Systems. Application to Waste Management Processes

Author

Barbosa, Jhonathan Mauricio Vargas, Gomez, Omar Danilo Castrillon, García, Jaime Alberto Giraldo, Kacprzyk, Janusz, Series Editor, Gomide, Fernando, Advisory Editor, Kaynak, Okyay, Advisory Editor, Liu, Derong, Advisory Editor, Pedrycz, Witold, Advisory Editor, Polycarpou, Marios M., Advisory Editor, Rudas, Imre J., Advisory Editor, Wang, Jun, Advisory Editor, Castillo Ossa, Luis Fernando, editor, Isaza, Gustavo, editor, Cardona, Óscar, editor, Castrillón, Omar Danilo, editor, Corchado Rodriguez, Juan Manuel, editor, and De la Prieta Pintado, Fernando, editor

Published
2023
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3. MODELO SIMULADO PARA LA MEDICIÓN DEL DESEMPEÑO DE LOS TELEOPERADORES EN UN CALL CENTER.

Author

Alzate, Omar Alberto Tapasco and García, Jaime Alberto Giraldo

Subjects
*CALL centers, *MATHEMATICAL models, *SIMULATION methods & models, *TELEMARKETING, *EXPERIMENTAL design
Abstract

This paper describes a hypothetical simulation model developed in ProModel ® for a call center inbound calls type. Which includes the choice by users of the service type required as television, phone or internet, or if the service is a home or business level, and the possibility to select from options to request information of the services offered by the company, making a complaint or report of a technical failure in the contracted service. Based on secondary information collected, input distributions are specified for the simulation of the random behavior of the phenomenon and conducting experimental runs under a 2k design. The proposed design allows evaluating different scenarios that include factors associated with the ability of operators such as work experience, education and the type of training, and technical factors such as the number of phone assistance lines. Next, the effects of the studied factors on service rates and abandonment rates and on the average time spent in the system are evaluated, leading to identify system configurations that have higher performance. [ABSTRACT FROM AUTHOR]

Published
2015

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