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.
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.
SIMUL8 offers a powerful, visual framework for capturing, analyzing and testing every aspect of a contact center:
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.
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.
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.
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."
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."
Contact us to learn more about call center simulation