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All Journal Jurnal Pengabdian Masyarakat dan Riset Pendidikan
Sesy Ophelia Tampubolon
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Humanities Education Languange, Linguistic, Communication & Media Mathematics Other

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Analisis Biaya dan Tingkat Layanan Sistem Antrian Call Center Menggunakan Model M/M/S: Penelitian Nerli Khairani; Rizky Suhaila Hsb; Septika Aulia Putri; Sesy Ophelia Tampubolon
Jurnal Pengabdian Masyarakat dan Riset Pendidikan Vol. 4 No. 2 (2025): Jurnal Pengabdian Masyarakat dan Riset Pendidikan Volume 4 Nomor 2 (October 202
Publisher : Lembaga Penelitian dan Pengabdian Masyarakat

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/jerkin.v4i2.3117

Abstract

This study aims to analyze cost optimization and service level in a call center queueing system using the M/M/S model. The main problem addressed is the imbalance between operational cost efficiency and customer service quality in determining the optimal number of servers. The research applies a quantitative approach with a case study design based on 1,251 historical observations of call center performance. Data were analyzed using the M/M/S queueing model with arrival and service rate parameters of 8.27 customers per hour and 22.85 customers per hour per server, respectively. The results indicate that the two-server configuration is the optimal solution, achieving a 96.8% service level and an operational cost of Rp 56,601 per hour, meeting industry standards while maintaining cost efficiency. This configuration yields a 45.3% improvement in service level compared to one server with a 61.8% cost increase, while adding a third server provides only marginal improvement. The findings provide practical implications for call center management in balancing financial and service quality aspects. In addition, this study offers educational value as a learning resource in applied mathematics and operations research courses.
Co-Authors Nerli Khairani Rizky Suhaila Hsb Septika Aulia Putri