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, it̢۪s 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.
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