3 goes for call centre simulation with Simul8
1 min read
Mobile media company 3, has selected Simul8 Process Manager to model and test strategic and operational improvements across its UK and overseas contact centre operations.
The company says it wants to use simulation technology to test the impact of its proposed changes, and selected the software for its tailored simulation interface and simulation engine.
Simul8 says the system will empower 3’s contact centre planning teams to undertake ‘what-if’ analysis to quantify the optimum resource and skills mix to deliver best customer service.
It says that, over a simulated 24 hour, weekly or monthly period and using actual or proposed call demand and resource level data, 3 will be able to alter the volume of demand, resource availability by skill type, call routing rules, FTE numbers and service levels.
Process Manager will provide visual and graphical results to show the effect of these changes on output, such as percentage of calls answered by demand type, resource utilisation, queue lengths, call waiting times and projected calls answered and lost.
