Improving Call Centers Nationwide

People don’t normally associate call center operations with the manufacturing environment. However, Design Systems, Inc. has been awarded a contract doing just that. We will examine and optimize operations using discrete event AutoMod simulation as the primary analysis tool. We will look at the practices, methodologies and procedures using simulation to improve throughput, reduce wait times and increase utilization of the center’s direct labor. This project illustrates another example of how lean manufacturing techniques apply to all industries.