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.
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.
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.
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.