Call Center Simulation

With the high level of variability that is present within call centers, it is important to make every effort to reduce patron wait times, improve patron experience, increase efficiency and utilize available resources fully. Simcad Pro is a sophisticated simulation engine that can be used to improve the overall efficiency and productivity of call centers. Users of Simcad Pro have reported increase productivity, accuracy, and efficiency.

Simcad Pro’s patented dynamic simulation engine allows multiple users to collaborate together in order to perform analysis, detect delays and bottlenecks, and provide real solutions to problems. Through the many different features of Simcad Pro, users can create “what-if” scenarios to test out the effect of changes on the overall efficiency and operations of the call center. By using this patented technology, users are able to test different scenarios and identify the optimal scenarios, offline, without disrupting the real-life environment.

Once the model is assembled, users can begin to either import or manually input parameters such as call type, call pathways, resources, timing, capacity, etc… As the model is running, users are able to visually see where backups are within the call center.

"The ability to actually see where backups are occurring allows users to make necessary changes, view the new system and ensure that the changes do not cause problems elsewhere in the system. The “Simulation Analysis Report” provides users with a quick analysis of the model, identifying the poorly performing resources and what is causing the problem" - Simcad Pro User.