Thesys Group The Data Mining Company - Call centre simulation and optimization

Typical sponsor

Head of department
Call Center Manager

Typical participant

Head of department
IT Data Center
Process Designer
Senior employees

To whom do we recommend?

To service sector
Support interacts with customers over a variety of media, including but not necessarily limited to telephony, e-mail and internet chat.
Where the clients flow has increased while the accessible resources has not changed
To determine the strategies for uncertain situations (suddenly a first priority issue arrives, some of the colleagues in sick leave)
To understand the true capacity and the impact of system changes, analyze resource utilizations

Aim of the project

To find an optimal resource allocation and process order, while minimizing the client queue and the average waiting time. To avoid delays, unclosed issues caused by the non efficient process. To aid the service process development.

Technical content

The project is based on discrete event simulation. A mathematical model is built to describe the real life processes, while simulation helps to understand the underlying mechanism of the modeled situation. The computer aided method is also used to find the optimal actions in predefinied decision points.

Results

Past months service history analysis
Algorithm to find the optimal resource allocation and scheduling
Result validation with creating a simulation model for the whole call centre
Probability evaluation of queues
Software for everyday use in scheduling

DOs and DON’Ts

Provide the most detailed data
Continuous communication with the analysts
Adopt innovation in every level of the company (from employees to managers)

Don’t

Expect future telling
Simulation is not a crystal ball
Forget to keep the model basics updated
It can answer only the questions, which are in the scope of the analysis

The output of a call-center simulation, including resource schedules, in and out-bound calls, and many more statistics.

Why we are different

Market leader in simulation
In 2010, Thesys has become an official partner of Rockwell Software, and distributing the Arena simulation software internationally.
Working with wide range of clients from different industries, helps us to see the problems from different aspects, and to find a more specific feasible solution
Colleagues have compound skills of mathematics, simulation and real life experience

Call Center Simulation