Simulating Call Center Operations: A Case Study of Ulaanbaatar City's Public Transportation

Abstract

In this work, we studied the operational effectiveness of the Call Center of the Public Transport Department (PTD) of Ulaanbaatar. Our focus was on its responsiveness to incoming calls, review of the workload based on the actual data, and the integration of gender and social inclusion issues. This research enables the PTD to make evidence-based decisions regarding human resources while also addressing critical gender and social inclusion concerns. Enhancing the performance and efficiency of the PTD is crucial for improving public transportation services, which will significantly contribute to alleviating the pressing issue of traffic congestion in Ulaanbaatar.We conducted statistical and simulation analyses using queueing theory on historical data from March 22 to September 20, 2023. Our findings indicate that the call center receives 12 calls on average, spending 12.4 minutes each hour. However, 31% (7,185 calls during weekdays) went unanswered. Our analysis helps distinguish whether missed calls result from line congestion or were simply ignored, providing valuable insights into call center performance.Additionally, we found that the PTD’s current classification of complaints and requests lacks the depth required to fully understand and address the diverse experiences of public transport users.

Keywords: public transport, call center, complaints, inclusivity, data analysis, queueing theory, simulation