Simulation Software for Call Center Process Improvement | SIMUL8


Simulation software for improving call center processes

SIMUL8 simulation software enables call centers to test process and staffing changes to deliver improved call flow, staff utilization and profitability.

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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 call center processes 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.

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:

Examine 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.

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.

Test 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.

See SIMUL8 in action

Watch our video tour to learn more about simulation and take a closer look at SIMUL8's powerful capabilities and features.

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Why do call centers use SIMUL8?

Our simulation software combines ease of use with powerful features to help call centers to make rapid, profitable process improvement decisions.

Powerful, but easy to use

Simulate any process, no matter the size or complexity. Quickly build simulations with a drag and drop interface and utilize Visual Logic coding language to customize any aspect to your exact needs.

Fast, accurate results

With the fastest simulation engine available, you and your stakeholders will get quick insight to make effective decisions. Extensive results can be customized and exported in a range of formats.

Import your data

Drive simulations that reflect the real-life variability that can affect your processes using built-in statistical distributions or connect to your own data from Microsoft Excel, VB, and C++.

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

SIMUL8 call center simulation case studies

Contact center simulation resources

Got a question?

Whether you have any questions or want a personalized demo of SIMUL8, our team are happy to help!

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