ACHIEVING SERVICE CENTERS OBJECTIVES WITH SIMULATION
With evolving technology and rising customer expectations, managing contact centers can be challenging.
 
Today’s call centers are tasked with delivering the highest levels of customer service, maximizing customer retention and increasing bottom line results.
Why Simulation for call center management ?
We can 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. 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.
Benefits of using simulation for call center improvements

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.

Simulation 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