The Call Centre Simulator helps you manage your Call Centre
Description of program
The Call Centre Simulator is designed to simulate call centre operations to discern how many operators are needed at any given time. This means that the simulator not only gives you averages, but also shows you what is happening to each call and demonstrates why you are losing calls.
The simulator uses simple to acquire data from the call centre combined with stochastic, mathematical models to create a call to call simulation of what is happening to the delay time. The call delay time is a very important statistic, since if it is zero or negligible, all calls will be answered. However if the call delay time is very high, calls will be lost and more operators will be required to handle the large influx of calls.
When other Simulators or Formulas calculate "Average Call Delay" the Call Centre Simulator Calculates each callers Delay. This is of a lot more use because in practise calculate "Average Call Delay" is illogical. If the "Average Call Delay" is above zero then the operators can not handle the rate at which calls come in. Therefore you have two results, either the callers hang up and you loose their business, or the call delay tends to infinity. However using the Call Centre Simulator you can test different solutions to find the exact point when and for how long an extra operator is needed.
The parameters
required to run the simulation are as follows:
1. Incoming Call Rate; the number
of calls the call centre receives per
half-hour.
2. Incoming calls Rate of change; the percentage
increase of calls from one steady rate to another
during a half-hour period.
3. Average length of call;
the time it takes to deal with the call from initiation to
wrap up.
4. Number of Operators; the number of operators
actually on duty to answer calls during the half-hour.
5. Initial Call Delay; the average number of seconds
that a call is delayed for at the start of a cycle.
6. Call Prematurely Terminated is a percentage
of the total number of calls entering the system.
7. Calls Waiting Initially; the number of calls waiting
to be answered at the start of the cycle.
Once
these parameters are entered, a simulation can be run. The
simulations are completely randomised so even with the same
parameters
the results can change. This is to demonstrate what happens in
real life,
even if you get the same number
of calls each day, some days will feel
busier than others for no apparent reason. One of the possible
causes for
this is that one day you are getting the
calls arriving spaced out and the
next day they arrive in bunches. The simulator copies
the randomness
of life so you can plan for it before
hand.
The simulator
has the ability to even show you what is happening as
the call rate changes from one steady rate to another. This
feature is to
help solve the problem of what to do during busy periods. E.g.
When is
an additional operator needed and for how long. Up till now simulators
would only calculate the number of staff required during steady
incoming
call rates but with the Call Centre Simulator you can see
what is
happening during the convergence from one call rate to another.
The results
given by the simulation are as follows:
1. Average Call Delay;
the average delay experienced by the 200 calls
2. Answer time at end of period (min); the
time that the last call was answered.
3. Arrival time (min); the time that the
last call arrived
4. Last Call Delay; the time it took to
answer the last call
The simulator produces two graphs
to show what is happening to each call.
Call Delay: the delay each of the 200 calls experienced before they were
answered.
Average Call Rate: the rate each at which each of the 200 calls arrived.
If you would like to know more about
how the Call Centre Simulator works, please contact CDT Thank you for visiting our Website Call Centre Simulator Created by Call Centre
Solutions and CDT © 2005 Call Centre solutions
Email: alec@visualrota.co.uk
Tel: 01636 816466
