IDEAS home Printed from
   My bibliography  Save this article

SimuCall: An Excel Add-in for Call Centres Simulation


  • Javier Faulin

    () (Public University of Navarra)

  • Angel A. Juan

    () (Polytechnique University of Catalonia)


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.

Suggested Citation

  • Javier Faulin & Angel A. Juan, 2005. "SimuCall: An Excel Add-in for Call Centres Simulation," Computers in Higher Education Economics Review, Economics Network, University of Bristol, vol. 17(1), pages 17-24.
  • Handle: RePEc:che:chepap:v:17:y:2005:i:1:p:17-24

    Download full text from publisher

    File URL:
    Download Restriction: no

    More about this item


    Access and download statistics


    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:che:chepap:v:17:y:2005:i:1:p:17-24. See general information about how to correct material in RePEc.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Martin Poulter). General contact details of provider: .

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service hosted by the Research Division of the Federal Reserve Bank of St. Louis . RePEc uses bibliographic data supplied by the respective publishers.