Simulation for Call Center Management

Build an existing or planned facility on your PC. Checkout its performance using SIMUL8 software. Find bottlenecks & improve resource utilization to increase sales, improve profitability and improve customer service.

The Operations

IVR telephony

 Telecommunication planning

 Inbound and outbound telemarketing 

 Trunk tracking

 Priority queues

 Staff schedule planning

 Workload planner

 Telephone operator training

 Predictive dialer

 Callback dialing

Performance Measures

Reduce waiting times

 Efficient customer support

 Improved customer satisfaction

 Reduce queue times

 Improve trunk tracking

 Reduce telephone costs

The Benefits

Evaluate new technology

 Simulate Computer Telephone  Integration (CTI)

 Manage your help desk teams, evaluate shift patterns

 Realtime workflow and workforce planning

 Manage inbound queue priorities

 Error/problem tracking

 Effective resource utilization

 Customer service satisfaction

 Answer 'what if' questions
"… to illustrate that demand did not justify such a large volume of staff at lunch time and thus the break times for staff was improved. "
Barclaycard

"SIMUL8 has allowed BT to provide robust costing estimates to customers, so as they feel confident that the solution we are offering best meets their needs. The high level of customer support, knowledge and experience offered by the SIMUL8 team is consistent with their impressive product offering."
Ian Yeo
CRM Specialist
BT Global Services