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A relatively new and quickly growing application of simulation modeling technology, call center models help assure efficiency and avoid problems. Developing a model of a call center system allows you to test and analyze configurations—without disrupting operations. Helpful to call center managers, planners and telecommunications systems engineers, call center models can answer such questions as:
Which of several options is the best in planning a call center consolidation?
What happens if we add an extra shift or extend our hours?
Will our service level suffer if we move gold customers to the head of the queue?
When another business unit needs help with "special order" calls, how many agents can we afford to add?
What’s the best way to program the call distributor to implement a skill-based routing scheme?
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| / Simulations you can run in your browser |
| Simply click the link to run the simulation. You must have Java enabled and QuickTime to view the simulations. |
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