Today's contact centre environment faces an increasing complexity caused by random call arrival and random handling times, complex technology (ACD-logic, IVR, CTI,...), skill based routing,... The traditional call centres are migrating to contact centres. Operators are handling besides calls also admin tasks such as replying to e-mails, prepare data for the back-office administration, ...
This complexity makes it increasingly difficult for contact centre managers to intuitively evaluate and optimise the performance of their contact centre.
MÖBIUS has developed a methodology to gain insight into the performance of your contact centre. The environment of the contact centre is imitated in a simulation tool, incorporating environmental (e.g. random arrival pattern, abandoning...) and decision (e.g. number of operators, available skills, routing rules...) variables. Once the contact centre environment is created in the simulation tool, different contact centre configurations can be tested in a secure environment.
This contact centre suite is a strategic and tactical decision tool to help you in the scoping, dimensioning and configuration of the contact centre.
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What are the random arrival patterns per time interval with the possibility to include seasonality (on a daily, weekly, monthly and yearly basis) for each defined arrival pattern
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What will be the blending of calls and admin tasks. ?
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What is the random handling time (talk time & wrap-up time) ?
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What are the priorities for calls and administrative tasks ?
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different priority levels within each call and task type
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% of calls that generate an administrative task
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extra parameters for administrative tasks (e.g. can calls be replied to while executing an administrative task? Is a task, generated by a call, treated by the same operator?)
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What are the skills, working and training schedules per operator ?
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What are the skill based routing rules of the available technology to imitate the ACD (automated call distributor) technology ?
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Of course each contact centre has its own proper environment conditions, decision variables, workflow routing technology, etc.....
MÖBIUS has a team of experts to adapt the contact centre suite to your environment to realise an accurate, complete, realistic and meaningful simulation.
