Development of a Model for an Inbound Call Centre Using Hierarchical Timed Coloured Petri Nets

Abstract

Inbound call centres are centralized offices which are operated by modern organizations to administer incoming product supports or information inquiries from consumers. In this paper, a model for an inbound call centre, which is characterized by agent utilization and call abandon rates, was developed using Hierarchical Timed Coloured Petri Nets (HTCPN). The inbound call section of SN Nigeria Ltd., Lagos, Nigeria, was used as a case study in developing the HTCPN model. Data were collected and analyzed statistically using ARENA simulation software to determine the model parameters. These parameters were used as inputs in developing the HTCPN model which consists of Call Arrival, Hang up Processes, Sales Processes, Customercare and Enterprise Process modules. The model was simulated using Colour Petri Nets tools and validated by carrying out a statistical analysis (t-Test) between the simulated and the real number of abandon calls and agents utilization rates at 5% significance level. The simulation results of the developed HTCPN model revealed that increase in number of agents utilized resulted into decrease in abandon calls from 71, 7 and 108 to 35, 4 and 102 in customer care, enterprise and sales departments, respectively. Correspondingly, increase in number of utilized agents led to reduction in agents’ utilization rates from 96, 50 and 96% to 84, 40 and 92% for customer care, enterprise and sales departments, respectively. The result of the validation showed that there were no significant differences between the simulated and the real number of abandoned calls and agents utilization rates.