Client: Large Contact Centre Servicing various nationwide clients
Project: Evaluating impact of increased call volumes
Result: Identify ideal shift pattern and resource requirement to handle increased call volumes
Problem statement complexity
Call centre will struggle to handle increase in call volumes if new clients use services.
Agents work in call groups with different shift patterns and different SLA requirements per client.
The first answer to increase in call volumes usually is to increase the amount of available agents.
The simulation model provided the capability to evaluate the following:
Increase the expected call volumes per hour of day.
Increase/Decrease available agents and set skill level of each agent.
Update SLA requirements per call.
Change shift patterns for agents.
Identified specific periods of the day when the call centre could be under pressure.
Optimised shift patterns to ensure critical periods during each day could be serviced.
Number of agents wasn't increased for predicted increased call volumes.
Results of simulation model was analysed and viewed using QlikView.