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Call Centres Simulator  

Call Centres Simulator

A Call Centres Simulator is aimed at solving some of the problems faced by call centres when trying to discern how many operators are needed at any given time.

The Call Centre Simulator is software, which simulates staffing problems and enables you to try out solutions. The main purpose of this software is to enable you to find out exactly when a problem occurs, why it occurred and the best solution to use in the future.

It is to questions like these that the answers must be known in order to staff correctly. After all it’s no good knowing how many staff are needed if there has been no allowances made for operators having breaks.

The tricky situation is when the call rates increase from one level to another and a decision has to be made when to start another operator and for how long. Similar situations occur when operators take breaks, e.g. how long can they be away from their station before calls are delayed for too long, and how long must the interval be between one operator returning and the next one going off for their break. No other program solves this.

The program allows you to run the simulation of increasing call volumes, calculate the call delay and show how many calls are unanswered. When another operator(s) is brought in, they can be seen to reduce the call delay. When the call delay reaches zero, all the calls are answered.

This model can be of a lot of help to call centre managers when trying to determine how many operators have to be on duty because unlike equations to calculate average waiting times of customers the program will calculate individual waiting times quickly. When other Simulators or Formulas calculate "Average Call Delay" the Call Centre Simulator Calculates each callers Delay. This is of a lot more use because in practise to calculate "Average Call Delay" is illogical. If the "Average Call Delay" is above zero then the operators can not handle the rate at which calls come in. Therefore you have two results, either the callers hang up and you loose their business, or the call delay tends to increase to infinity. However using the Call Centre Simulator you can test different solutions to find the exact point when and for how long an extra operator is needed.

Since the program is a stochastic model the program can be run many times with the same parameters and it will produce different results each time to give you a range of results just as each day is different in ‘real life’. Thereby achieving a better idea of the situation. The program can also be used to test what would happen in different situations, for instance, if an operator went on a break when everything was going smoothly. Would everything be going smoothly ten minutes later?

By using the data available from call centres, a stochastic simulation model of the operations of a call centre is created.

Theoretical Background

This model is based on queuing theory, mainly a queue of exponential interarrival time distribution, deterministic (constant) service time distribution, with c parallel servers. This is a queue where the arrival rate of customers is memoryless and random.
Voice Broadcasting Simulation

Voice broadcasting and phone message broadcasting are industry terms for the process of employing a computer to call one or more phone numbers from a list and to deliver phone messages. Each call is analysed by the computer for the type of respondent on the other end of the call. It could be a person, an answering machine, a busy signal, etc. The computer determines what to do with each type of respondent. For a person or answering machine, the computer could leave a message. For busy signals or no answers, the computer could schedule the call to be placed at a later time.

Voice broadcasting simulator models accept numerous input parameters to simulate the more complex process of broadcasting phone messages to individuals and answering machines.

There are two basic types of voice broadcasting campaigns - a simple Message Broadcast and a "Press Through". A "Press Through" campaign allows the call recipient to press a phone key to transfer the call to live agent for further communication. To simulate this type of campaign requires additional information about the phone configuration and voice broadcast program.

Model Input Information

* Phone List Size
* Number Of Lines Dedicated To Dialing (Not Including Agent Lines)
* Number Of Passes Attempting To Contact Each Number
* Campaign Type
          - (Live Answer Only)
          - (Live Answer With Press Through)
          - (Answer Machine Only)
          - (Live Answer and Answer Machine)
          - (Live Answer and Answer Machine with Press Through)
* Message Length (Seconds)
* Estimated Percentage Of Following (Must Add Up To 100%):
          - (answering machines detected)
          - (live answers detected)
          - (busy signals)
          - (no answers)
          - (fax or disconnected)
* Percentage of Live Answer Acceptance (Must Add Up To 100%)
          - (Hang Up Before Message Completion)
          - (Listen To Entire Message)

For "Press Through" Campaign Type:

* Live Connect Percentage of "Press Throughs"
* Average Talk Time of "Press Throughs"
* Number Of Additional Agent Lines Required

Default Simulation Parameters

If not provided, the following parameters are defaulted:

* 1 Pass Attempting To Contact Number
* Estimated Percentages
          - 52 % answering machines detected
          - 32 % live answers detected
          - 7 % fax or disconnected line
          - 6 % no answers
          - 3 % busy signals
* 10 Second Average Answering Machine Greeting Time
* 15 Second Average No Answering Ring Time
* Percentage of Live Answer Acceptance
          - 20 % Hang Up Before Message Completion
          - 80 % Listen To Entire Message
* 3 % Press Through Rate Of Live Connects

Results

The simulation returns the projected run time length as well as voice broadcasting statistics.

Predictive Dialing Simulation

The predictive dialer simulator and auto dialer model simulates outbound phone calls placed by a predictive dialing phone system with answered calls being connected to live agents. Calls can be made predictively, i.e. calls made even when no agents are currently available, "predicting" that when a call finally reaches an individual, an agent will be available.

An auto dialer only places calls when an agent is known to be available to handle the connected call.

This dialer simulator requires more detailed information such as talk time between the agent and the call recipient

Model Input Information

* Phone List Size
* Average Talk Time
* Number of Available Agents
* Percentage of Answered Calls
* Percentage of Answering Machines
* Percentage of Busy Signals
* Percentage of No Answers
* Percentage of Bad Numbers

Default Simulation Parameters

* Estimated Percentages
          - 52 % answering machines detected
          - 32 % live answers detected
          - 7 % fax or disconnected line
          - 6 % no answers
          o- 3 % busy signals
* 10 Second Average Answering Machine Greeting Time
* 15 Second Average No Answering Ring Time

Results

The simulation returns the projected run time length as well as voice broadcasting statistics.
IVR Simulator

IVR simulation model is a resource calculator. The IVR simulator model calculates resource requirements for an inbound phone campaign. It estimates the number of lines required to handle peak load processing of these calls. This model assumes that calls are evenly distributed during the peak period.

Since the peak time can be simply defined in minutes, it is best to take the worst case call scenario in the shortest time period in order to calculate the resources required to handle your call volume.

Model Input Information

* Average Call Length (Seconds)
* Peak Number of Calls
* Peak Call Time Period (Hours)

The peak rate is calculated by taking the peak number of calls and dividing by the peak call time period to arrive at a peak calls per hour.

Results

The simulation returns the number of lines required to support your peak call volume and the number of T1's required.

Visit premiercallcentre.co.uk and get a free quote for Call Centre Simulations and start making smarter business decisions today.
 

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