Customer Service Optimization and Management: A Case Study in a Telecommunications Company Using Queueing Model Simulation

• J.D. Barros Enríquez Faculty of Industry and Production Sciences, State Technical University of Quevedo, Quevedo, Ecuador https://orcid.org/0000-0003-2165-4065
• A.M. Avemañay Morocho Faculty of Industry and Production Sciences, State Technical University of Quevedo, Quevedo, Ecuador https://orcid.org/0000-0003-3233-9730
• M.I. Villafuerte Lopez Faculty of Industry and Production Sciences, State Technical University of Quevedo, Quevedo, Ecuador https://orcid.org/0000-0003-2848-6877
• A.E. Perez Toapanta Faculty of Accounting and Auditing, Technical University of Ambato, Ambato, Ecuador https://orcid.org/0000-0003-3890-7313
• J.C. Simancas Vargas Faculty of Industry and Production Sciences, State Technical University of Quevedo, Quevedo, Ecuador https://orcid.org/0000-0003-2689-5693
• M.S. Socasi Gualotuña Graduate Studies Department. Salesian Polytechnic University, Quito, Ecuador https://orcid.org/0000-0003-2339-8800
• C.A. Hidalgo Correa National Telecommunications Corporation, Quito, Ecuador https://orcid.org/0009-0005-3221-1982

DOI:

https://doi.org/10.7166/36-4-3192

Abstract

This study proposes a comprehensive improvement and control plan for customer service operations, leveraging queueing theory and process analysis to identify and address system inefficiencies. Through statistical analysis, the current operational state is assessed, followed by the simulation of service processes to model the system's behavior. The simulation enables the evaluation of various improvement strategies aimed at enhancing service efficiency and boosting productivity. Among the strategies explored, key actions focus on stabilizing the customer service processes to optimize performance and satisfaction