Using Simulation Software to Optimize Call Center Staffing and Performance

With heightened customer expectations and rapid enhancements in technology, call centers are becoming increasingly complex and challenging to manage.

In this webinar, you'll learn how simulation software enables contact centers to make risk-free process and resourcing changes to improve service levels and call flow, whilst maximizing staff utilization and profitability.

Webinar highlights

  • The limitations of traditional call center staffing strategies (1:53)
  • What is simulation? (4:46)
  • Why use simulation in call centers? (7:53)
  • Applications of simulation in call centers (10:53)
  • Call center demo simulation (12:21)

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Find out more about simulation and SIMUL8's features

Why use simulation for optimizing call center performance?

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

However, although 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 70%.

As the formula assumes no abandonment, no call backs, no variation in transaction type and all calls will be handled on a first-in, first-out basis, Erlang is no longer suitable for planning and improving modern, technology-driven call centers.

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

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

Simulation offers a powerful, visual approach for capturing, analyzing and testing the wide range of factors involved in call center management:

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.

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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.

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