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C-Desk Technology
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Example of the Simulator
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An example of how the software could be used to simulate call centre operations
We have the following parameters:
Call Rate is 100 calls/half hour, there are 10 operators, average call length is 180 secs, no calls waiting, no initial delay. See figure 1.
We have the following parameters:
Call Rate is 100 calls/half hour, there are 10 operators, average call length is 180 secs, no calls waiting, no initial delay. See figure 1.
C-DESK
Call Centre Simulator
Everything is going fine, so an operator would like a toilet break, how long can they have?
This can be simulated. First reduce the number of operators by one, therefore nine operators are available to answer calls. See figure 3.
This can be simulated. First reduce the number of operators by one, therefore nine operators are available to answer calls. See figure 3.
The results show that all calls are being answered with almost zero delay. See figure 2 below.
Now, the results shows that unanswered calls soon start to build up and if the call delay time is set to one minute as a maximum, this happens after about 40 calls. See figure 4. The results also show that about 4 calls are waiting in the queue at this point. See figure 5.
Now, the results shows that unanswered calls soon start to build up and if the call delay time is set to one minute as a maximum, this happens after about 40 calls. See figure 4. The results also show that about 4 calls are waiting in the queue at this point. See figure 5.
Often a call centre needs to find out how quickly a bad situation can occur. The above graph (figure 4) shows that almost instantly the delay starts increasing rapidly. An innocuous action can create serious difficulties and often does. The call centre tempo suddenly changes due to very simple causes, and it is often difficult to know where these causes originated. This information shows that a 10-12 minute toilet break will generate a queue and a waiting time very quickly.
Now the program can be run again with the operator returning to duty after 10 minutes, with a queuing time of 60 seconds and 4 people in the queue.
See figure 6.
Now the program can be run again with the operator returning to duty after 10 minutes, with a queuing time of 60 seconds and 4 people in the queue.
See figure 6.
Now the results show that it takes 140 calls to return to the situation prior to the operator's 10-minute toilet break. (see figure 7) At 100 calls/half hour, this is 40-45 minutes. Or in practical terms, the operators can only have toilet breaks at intervals of 55 minutes, so for 10 operators that is once per day!
A common problem for call centres is understanding why, when they have enough staff, the call delay time does not stay at a few seconds.
From this example the answer is obvious: they forgot to allow for breaks.
A common problem for call centres is understanding why, when they have enough staff, the call delay time does not stay at a few seconds.
From this example the answer is obvious: they forgot to allow for breaks.
Example