Simulation for Call Center Process Modeling

SIMUL8 simulation software allows you to model an existing or planned call center on your PC and view your system performance metrics.

You can then make risk free experimental changes to improve call flow, staff utilization and profitability.

You can use SIMUL8 to maximize performance, consistently deliver the highest levels of customer service, maximizing customer retention and increasing bottom line results.

Healthcare Simulation Process

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Call Center Simulation Success Stories

NHS24 use SIMUL8 to Optimize Contact Center Resource and Skills Mix to Meet Call Demand
Using SIMUL8’s advanced contact center solution, NHS24 were able to quantify the most appropriate resource and skills mix to handle urgent calls, identify and manage potential periods of future under performance and support strategic decision-making for additional ‘hub’ contact centers.
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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.
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Typical Application Areas

  • IVR Telephony
  • Telecommunication planning
  • Analyzing Priority queues
  • Trunk tracking
  • Inbound and outbound telemarketing
  • Planning Staff Schedules
  • Telephone operator training
  • Workload & Capacity planning
  • Callback dialing Analysis
  • Telephone operator training

Benefits to Call Centers

  • Reduce Call Waiting Times & Queue Sizes
  • Maximize Resource Utilizations
  • Evaluate Shift Patterns
  • Improve Trunk Tracking
  • Manage Inbound Queue Priorities
  • Predict Impact of New Technology
  • Real time Workflow & Workforce Planning
  • Improved Management of Helpdesk Teams
  • Track Errors/Problems
  • Answer 'What If' Questions
  • Meet Service Levels & Improve Customer Support
  • Improve Customer Satisfaction

Why use SIMUL8?

  • Improve Decision Making
  • Test Change in a Risk Free Environment
  • Analyze Process KPIs and Results
  • Predict Future Performance
  • Optimize Resources
  • Try out ’What If’ Analysis
  • Evaluate & Improve Performance Levels
  • Meet Capacity & Demand Requirements