Contact Centres
Some of the world’s most successful Contact Centre companies rely on Lanner’s predictive simulation technology to help improve their productivity, streamline resource scheduling and get buy-in from their key stakeholders.
IMPROVE CUSTOMER SATISFACTION
IMPROVE EFFICIENCY
IMPRESS STAKEHOLDERS
MEET TARGETS
Balance resource levels and monitor performance
Predictive simulation provides the clarity and certainty needed to accurately balance resource levels, service availability and performance. It enables you to confidently choose a level of resourcing with a minimum of ‘slack’ so you can minimise your operating costs and meet your targets. For example, a call centre might need to rout calls between staff in different sites, through using simulation and a ‘virtual model’ you’ll see a true reflection of the processes involved so that the impact on the overall business can be predicted. Similarly, simulation can take into account changes in demand – e.g. normal patterns can change due to advertising campaigns running, seasonal variation, or customer responses to market or legislation change.
Improve response times
On a day-to-day basis the ability to respond quickly to a query, answer telephone calls promptly and accurately, provide high quality information about new products or reduce queuing times in branches is vital to customer satisfaction levels. Predictive simulation can be used to successfully reduce abandonment levels and decrease response time to answer calls whilst also predicting the number of staff consistently required to achieve the service levels specified. Very few other approaches to resource planning and operational management allow for the inherent variability in call centre demands that can result in over or under resourcing and in turn cause bad customer experiences.
Manage your call volume changes
Being able to graphically demonstrate and prove the outcomes of proposed changes to key stakeholders is critical for their buy-in. Call centre managers using forecasted call volumes can experiment with line splits and advisor assignment using predictive simulation and a ‘what if’ approach. They are able to test options such as changing staffing levels, training callers with new skills and implementing automation systems then forecast the achievable benefits using simulation. Analysis of these options supports their decision making for both strategic and tactical improvements across operations.