The Call Centre Simulator helps you manage your Call Centre
Consultancy
If you are about to create a new Call Centre, expand your Call Centre for your business or if you are currently experiencing problems in operating your Call Centre, we can help.
You might be tempted to try out an Erlang analysis, as that appears to give a quick solution. As an approximate solution to give a rough guide that is probably adequate. However, you need to realise that Erlang devised his equations on average call volumes over the day AND where ALL the calls are answered, eventually. This produces the average delay we are after. However, Erlang does not take account of the localised effect of 'comfort' break, meal breaks, peaks and abandoned calls. For instance, an important element in designing a Call Centre that has a natural build up at the start of the day and steady reduction at the end of the day, requires a completely different solution to a Call Centre that experiences a steady volume of call throughout the day. They both might have the same number of calls, requiring the same number of Operator hours during the day, but they need to operate differently.
Another problem isStaff breaks that cause a local build up of call delays and these cause a roll-over effect, so that the Call Delay graph has a local peak followed by a steadily reducing tail during which calls are delayed more than average, leading to dissatified callers. We can reproduce these effects and try out different solutions to the problem since no one likes a caller that is dissatisfied.
New
Call Centre Projects
We can run
the Call Centre Simulator to determine:
• The number of staff
you require for any level of call rate
• The number of
staff you need to employ
• The best shifts
to use in running your call centre
Existing
Call Centre Projects
We can analyse your
current operations to find:
• The number
of staff you require for any level of Call Rate
• The number of staff you need to employ
• The best shifts to use in running
your call centre
We can also recreate your problems, such as high numbers of abandoned calls, and try out solutions to cure the problem. The examples page provides more information on this. We can stream your actual data into the program to give a visual representation of your call centre operations. We can also provide training in the use of the program as part of a project.
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Call Centre Simulator Created by CDT
Email: alec@visualrota.co.uk
Tel: 01636 816466
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