Abstract for: Modeling Dynamics of gaining expertise in a call center

Knowledge and expertise are the most precious assets of a call canter, which enables the staff to serve the customers on high quality. As call centers have a tense working condition, staff are likely to leave this job to a better position in the company or outside, so a real challenge for the managers of these centers is first to moderate the working condition , and then to cope with the high rate of turnovers. This article aims to the last, by modeling the cycle of training a new staff and building experiences, which helps him to serve the customers. By entering the risk of leaving job, this model is objected to find scenarios to reduce the costs of turnover.