Call center staffing and modeling:
So now that you have a simulation model built, what does it get you? Consider the average handle time. AHT is a measurement that can be modeled and designed into the silulation software. So too, can time to resolution. Armed with these additional details, it’s now possible to model the additional agents required to actually deliver on that promise of quality or customer satisfaction. If you know that, on average, it takes about 15 minutes (not 10 or 12) minutes to completely satisfy a customer, this can be modeled and a financial cost can be calculated. The benefit to modeling is the addition of many important variables can now be considered, adjusted, and tried. All these variables can then be changed and the model re ran with the probable outcome avaialbe for further analysis and consideration.
The benefits to simulation modeling are many and can drive better behaviors in a forward thinking call center management. The opportunities are almost limitless with a simulation software package.
Call Center staff modeling:
Call center management is one of the most difficult experiences one can face. The number of variables that can and often do impact production and work experience can be a nightmare. Even using the latest modeling tools designed after the Erllang mathematical models, isn’t enough to even begin to address the wide variabilitiy evident in a call center.
Another method of modeling available is based on variables that can be entered into a computer system and ran through a simulation. These simulator programs, if designed correctly, can provide a much better forecast and service level expectation than the earlier, simpler mathematical Erlang type models.
Programs like Crystal Ball allow the desing of a call center with many variables considered. These variabiles could include, agents logging in and ready for calls, bathroom breaks every x number of minutes etc. The more complex the model created, there is a greater likelihood of better accuracy. Issues like: call volume that’s never static, call spikes, load carrying capacity, wait times etc. can all be modeled.
Call Center Life:
Working at a call center can be like having every minute of your time planned and accounted for by the time police. Many call centers use software that manages peoples time down to the minute. This workforce management software was developed as a way to track and organize the many things employees may need to do during their day. In initial intent was to help design better staffing models for a call center product environment.
What actually developed however was a situation where bathroom breaks are scheduled and no time is given to decompress after tough calls. Can you imagine what it’s like to have people, who you don’t know and didn’t do anything to directly, call you up and yell, complain and accuse you of everything bad that’s ever happened to them? This is an exaggeration of course, but the fact it that “hot calls” or upset customers usually take their frustration with the company out on the call center agent. Unfair, absolutely but typical behavior.
At issue is the fact that although the agent is paid to handle customer service issues, they are NOT paid to take abuse from customers or the business. The problem is around the definition of what exactly constitutes “abuse.” In the business environment of a call center, abuse is determined by the business itself. Many businesses conclude that anything short of vulgar language is not considered abuse. So the call center employee agent has to listen to the invectives thrown at them in the name of good customer service. After such a call, they typically aren’t given the opportunity to relax and refocus before another call is sent to them. The stress continues and drives the high attrition rate in typical call center environments.