Simulation Software for Call Center Management


With evolving technology and rising customer expectations, managing contact centers can be challenging.

Using powerful and intuitive simulation software, SIMUL8 enables call centers to test process changes and improve call flow, staff utilization and profitability.


Achieving call center objectives with simulation



Today’s call centers are tasked with delivering the highest levels of customer service, maximizing customer retention and increasing bottom line results.

But how do you know which technology options to invest in to deliver on these objectives? 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?

Simulaton is used by organizations around the globe to answer these questions. By creating powerful call center simulations with SIMUL8, you can test a wide range of routing, resourcing and staffing changes that will improve performance.

What can be tested using simulation?


  • Agent schedules, preferences and proficiency
  • Workload and capacity planning
  • Customer abandonment patterns
  • Messaging and call back dialing analysis
  • Outsourcing and call center consolidation
  • Simultaneous queuing
  • Call routing, skill-based routing and overflow
  • Priority queuing
  • Call transfer and agent conferencing

Why is simulation software now used over Erlang?


The Erlang formula, developed in the 1970s, has typically been used to manage call center performance and determine staffing levels.

However, although it can be effective for the management of simple call centers, it has proven inefficient for today’s increasingly complex call centers, often overestimating staffing needs by as much as 60-70%.

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.

This is why simulation software is used by organizations, as it can take into account the interrelationships between callers, agents, skills, technology and call management algorithms, providing an accurate representation of call center performance.


Call center simulation

What are the benefits of using simulation for call center improvements?


SIMUL8 offers a powerful, visual framework for capturing, analyzing and testing every aspect of a contact center:


Moving bed planning and capacity beyond spreadsheets

Feedback loops


No other analysis technique enables you to examine the impact of returning hang-ups and other feedback loops to properly understand the demand on your call center.

Test and optimize emergency department patient flow

Real-time prediction


Use live or historic data such as call volumes, patterns, and agent schedules to drive your simulation and continuously predict future performance in real-time.

Identify the impact of long-term decisions now

Variability


SIMUL8 can mimic and test real-life variability in parameters such as call volumes, call types, handling time, abandonment levels, staffing levels, and transfer rules.



SIMUL8's powerful feature set enables call centers to:


  • Shorten call waiting times and queue sizes

  • Predict the impact and ROI of new technology

  • Perform workflow and workforce planning

  • Maximize staff utilization and improve service levels
  • Reduce answer times to improve customer satisfaction

  • Test the effectiveness of new routing methods

  • Improve agent satisfaction and increase sales/retention

  • Make evidence-based decisions before implementation



Case study

Optimizing resource and skills to meet call demand

NHS24, a critical UK service providing telephone healthcare advice, utilized simulation to work out a new staffing plan to cope with demand significantly above the initial design.


"SIMUL8’s support has been invaluable in regaining internal and public confidence in NHS24, and in allowing us to ensure that the proposed performance initiatives will deliver the benefits required."


Read full case study

Case study

Delivering reduced risk improvements to the police

Cheshire Constabulary used SIMUL8 to provide analytical evidence and confidence to drive the implementation of a major strategic change in several call center areas, including call handling priorities.


"Using data from the existing systems, SIMUL8 enables our Force to predict the benefits of demand management decisions. It has been a key tool in designing our operational policing model."


Read full case study

Contact center simulation resources




Contact us to learn more about call center simulation

See SIMUL8 in action

View videos of SIMUL8 and learn about the benefits of simulation.


Watch now

Request a SIMUL8 demo

Arrange a personalized online demonstration of SIMUL8 with one of our simulation experts.


Get a demo

Get in touch

If you would like more information, we're happy to help.


Contact us