Mejorando la Eficiencia del Servicio al Cliente en Telecomunicaciones a través de la Simulación de Modelos de Colas: Un Estudio de Caso Cuantitativo

José David Barros Enriquez; Milton Iván Villafuerte López; Ángel Moisés Avemañay Morocho; Miguel Santiago Socasi Gualotuña; Irene Teresa Bustillos Molina

doi:10.26495/pnbcse37

Enhancing Customer Service Efficiency in Telecommunications via Queueing Model Simulation: A Quantitative Case Study

Authors

José David Barros Enriquez Universidad Técnica Estatal de Quevedo, Quevedo, Ecuador https://orcid.org/0000-0003-2165-4065
Milton Iván Villafuerte López Universidad Técnica Estatal de Quevedo, Quevedo, Ecuador https://orcid.org/0000-0003-2848-6877
Ángel Moisés Avemañay Morocho Universidad Técnica Estatal de Quevedo, Quevedo, Ecuador https://orcid.org/0000-0003-3233-9730
Miguel Santiago Socasi Gualotuña Universidad Técnica Estatal de Quevedo, Quevedo, Ecuador https://orcid.org/0000-0003-2339-8800
Irene Teresa Bustillos Molina 1Universidad Técnica Estatal de Quevedo, Quevedo, Ecuador https://orcid.org/0000-0001-8647-7077

DOI:

https://doi.org/10.26495/pnbcse37

Keywords:

process optimization, queue management, improvement cycle, DMAIC, operational performance

Abstract

This work focused on proposing a plan for improvement and control of the customer service process in a customer service center, based on a waiting line analysis where it describes all the elements that interact in the system and a statistical analysis of processes to define the state in which it operates. Subsequently, the simulation of processes is applied to represent the system studied, and with it, to be able to evaluate different strategies for improvement and increase in productivity. The following strategies were evaluated: correction of the instability of customer service processes

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Published

2025-12-01

Issue

Vol. 12 (2025): January-December: continuous publication

Section

Research article

License

This work is licensed under a Creative Commons Attribution 4.0 International License.

Creative Commons Atribución-Attribution 4.0 International

How to Cite

Enhancing Customer Service Efficiency in Telecommunications via Queueing Model Simulation: A Quantitative Case Study. (2025). Ingeniería: Ciencia, tecnología E innovación, 12(1), e3001. https://doi.org/10.26495/pnbcse37

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