SimuCall: An Excel Add-in for Call Centres Simulation

The design and management of call centres is a task that gets more and more relevant as the use and importance of these systems increases. We have developed an Excel add-in, named SimuCall, which will help us to simulate the behaviour of this kind of service (centres as a single-queue multi-server system with some peculiarities). SimuCall handles a quick control of the parameters of a waiting system, searching its optimisation according to specific goals fixed by the call centre managers. In this paper, we have applied SimuCall to a real call centre in order to improve its efficiency. Our goals of optimising workforce and searching service efficiency have been fulfilled in a satisfactory way using this add-in. Furthermore, SimuCall is capable of providing a great quantity of information, at both aggregated and individual levels, through a variety of data and graphic reports.