Simulation Software for Call Center Management

Make risk free experimental changes to improve call flow, staff utilization and profitability

Rapid enhancements in technology combined with a myriad of demanding customer expectations make call centers increasingly complex and a real challenge to manage. How do you know which of the seemingly unending technology options to select to maximize performance? Is vector-based routing or skills based routing best for your call center? Should calls be overflowed to other work groups, or should callers be given a call back option?

With SIMUL8 you can create a simulation of your call center on your PC and experiment risk free. Enabling you to work out the best combination of routing and staffing options to maximize performance and deliver the highest levels of customer service, maximizing customer retention and increasing bottom line results.

Contact center simulation software screenshot

Why use simulation to manage your call center performance?

Typically Erlang is used to manage call center performance. Effective for simple call centers, for complex call centers it's been shown to consistently over estimate staffing needs by 60-70%.

Developed in the 70s Erlang makes critical assumptions that don't work in most modern call centers. It assumes every incoming call is of the same type, callers never abandon and all agents handle calls on a first in, first out basis and always take the same time to do so. Add in the sophisticated call handling and routing options technology provides today and Erlang fails.

 

Simulation takes into account the interrelationships between callers, agents, skills, technology and can mimic sophisticated call management algorithms. Giving you a robust analysis framework for your call center.

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Feedback loops
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Real time prediction
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Variability
  No other analysis technique lets you examine the impact of returning hang ups and other feedback loops to properly understand the demand on your call center.

 

 

Call centers are data rich. Simulation can take your historic data such as call volumes and patterns, and agent schedules and use these to drive your simulation. You can even connect your simulation to your live data feed to continuously predict future performance in real time.

 

 

Variability is a key feature of call centers. Simulation is the only technique that can handle changing parameters interval, by interval throughout the day on parameters such as call volumes, call types, handling time, abandonment levels, staffing levels, and transfer rules.

 

 

  Typical Application Areas Benefits to Call Centers  
 
  • Inbound and outbound telemarketing
  • Agent schedules, preferences and proficiency
  • Workload & Capacity planning
  • Customer abandonment patterns
  • Messaging and callback dialing analysis
  • Outsourcing and call center consolidation
  • Simultaneous queuing
  • Call routing, skill-based routing and overflow
  • Priority queuing
  • Call transfer and agent conferencing
  • Virtualization of ACD
  • Cross trained agent groups
  • Media campaigns
  • Multi channel
 
  • Reduce Call Waiting Times & Queue Sizes
  • Predict Impact of New Technology
  • Real time Workflow & Workforce Planning
  • Maximize staff utilization
  • Improve service levels
  • Reduce average speed to answer
  • Test effects of campaigns
  • Test effectiveness of new routing methods
  • Improve customer satisfaction
  • Improve agent satisfaction
  • Increase sales/retention
  • Evidence based decisions

 

 

NHS24

Optimizing Resource and Skills Mix to Meet Call Demand

NHS24 is a critical UK service providing telephone healthcare advice. Having to cope with demand significantly above the initial design, resulting in low levels of patient service, and high profile Press coverage and Government scrutiny they turned to simulation to work out a new staff plan.

Cheshire Police

Delivering Reduced Risk Improvements to the Police

Cheshire Constabulary implemented major strategic change in their Custody Suites, Call Handling Priorities, and in several other areas using SIMUL8 to provide the analytical confidence to drive this change.