The Callcenter Simulator is an event-driven stochastic simulation tool that offers solutions for the following problems:
Realistic planning and optimization of processes
The frequently used Erlang C formula does not take into account many parameters, such as the impatience of customers, call repetitions, forwarding, etc., thus just using this formula does not map the real conditions and consequently does not allow forecasting, what impact changes to the system would have.
More information: Features of the Callcenter Simulator
Optimization of processes and the workload
More information: Simulation and optimization
Modeling of multi-skill systems
The Callcenter Simulator supports any number of agents groups with any skills. Multi-skill agents, forwarding of from customers depending on the skill level of the serving agents, etc. are thus easily to map.
More information: Simulation model
Many tools for staff planning rely on “historical data” or working “linear”. However, since you do not want to predict the past and the world is not linear, they provide no insight on the influence of change the control strategy.
- Have a look on even more features of the Callcenter Simulator
- or try the online version of the Callcenter Simulator.