SIMUL8 Corporation : Products : Simulation for Call Center Process Improvement

Simulation in Healthcare Customer Quotations

Simulation for Call Center Process Improvement

SIMUL8 simulation software allows you to model an existing or planned call center on your PC and view your system performance metrics.

You can then make risk free experimental changes to improve call flow, staff utilization and profitability.

You can use SIMUL8 to maximize performance, consistently deliver the highest levels of customer service, maximizing customer retention and increasing bottom line results.

Healthcare Simulation Process

Call Center Simulation Success Stories

Barclaycard Contact Centers - Optimizing Resource Requirements by Improving Shift Patterns
Barclaycard selected SIMUL8 to support them in quantifying the most appropriate resource and skills mix in their Contact Centers to deliver a consistently high standard of customer service.
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NHS24 use SIMUL8 to Optimize Contact Center Resource and Skills Mix to Meet Call Demand
Using SIMUL8’s advanced contact center solution, NHS24 were able to quantify the most appropriate resource and skills mix to handle urgent calls, identify and manage potential periods of future under performance and support strategic decision-making for additional ‘hub’ contact centers.
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Cheshire Police - Delivering Reduced Risk Improvements to the Police
Cheshire Constabulary implemented major strategic change in their Custody Suites, Call Handling Priorities, and in several other areas using SIMUL8 to provide the analytical confidence to drive this change.
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Typical Application Areas

IVR Telephony

Telecommunication planning

Analyzing Priority queues

Trunk tracking

Inbound and outbound telemarketing

Planning Staff Schedules

Telephone operator training

Workload & Capacity planning

Callback dialing Analysis

Telephone operator training

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Benefits to Call Centers

	Reduce Call Waiting
	Times & Queue Sizes
	Maximize Resource
	Utilizations
	Evaluate Shift Patterns
	Improve Trunk Tracking
	Manage Inbound Queue
	Priorities
	Predict Impact of New
	Technology
	Real time Workflow &
	Workforce Planning
	Improved Management
	of Helpdesk Teams
	Track Errors/Problems
	Answer 'What If'
	Questions
	Meet Service Levels &
	Improve Customer
	Support
	Improve Customer
	Satisfaction

Why use SIMUL8?

	Improve Decision
	Making
	Test Change in a
	Risk Free Environment
	Analyze Process
	KPIs and Results.
	Predict Future
	Performance
	Optimize Resources
	Try out ’What If’ Analysis
	Evaluate & Improve
	Performance Levels
	Meet Capacity &
	Demand Requirements