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Simulating a virtual customer service center

In today's global economy, it may be cost efficient to spread customer service center work across multiple cities, countries or continents. The obstacle to enabling these efficiencies is sizing how much work to send to each location and how many agents it would require to handle that work. Further complications include the potential desire for one-way sharing and prioritization of centers to handle calls. Traditional call center models are inadequate to accurately size virtual customer service centers, as sub-optimization may be counterproductive to the whole. Using simulation, this gap can be bridged, allowing a truly optimal staffing solution for a call center that may have agents taking the same set of calls in New York, Hong Kong and anywhere in-between.