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Description of Program
C-DESK
Call Centre Simulator
Description
of
Program
The Call Centre Simulator is software that allows us to manage your Call Centre more effectively. It can simulate staffing problems and try out solutions. The four most difficult aspects of managing a Call Centre are:
The correct number of Staff.
The cost of the staff.
The Call Delay.
The number of Abandoned Calls
As a manager, you are continually balancing all 4 of these parameters, and now we have the tool to help you get it right. You can continuously run your call rate data, number of staff, current call delays, the number of people in the queue and rate at which the calls will change through the software. The software enables you to find out exactly when a problem is likely to occur, why it will occur and the best solution to use.
You will be able to analyse the past to make you a better, more responsive, manager for the future. You will learn to analyse the problem, establish which is the cause and which is the effect, try out many solutions to find the best combinations, and apply them.
The Call Centre Simulator is a true call by call simulator. This allows you to see the call delay for each call as well as having an average call delay, which in practice allows a much better analysis of the situation.
The Call Centre Simulator also allows us to simulate scenarios where the call rate is increasing or decreasing, which is a very common situation. No other simulator attempts to simulate this, as they use Erlang's formulas, which do not allow for inhomogeneous call rates. The Call Centre Simulator uses deterministic random Poisson models which are much more relevant to real life situations.
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:
- 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.
- Arrival time (min); the time that the last call arrived
- 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 on (+44) 01636 816466