Call Center Simulation
IVR and Voice Broadcast Models
Call Center Simulation Modeling
Call center simulation and modeling is an important science that helps organizations optimize the performance of their call centers.
A call center with too few resources produces caller frustration. A dissatisfied community will express their displeasure with understaffed public or government centers. Private companies can experience lost business and dissatisfied customers if clients are required to wait for service.
Too many resources result in wasted public monies within government agencies or reduced profits within private companies.
Database Systems Corp. (DSC) has produced several call center modeling programs that provide managers with statistical analysis of their center's operation based upon known or estimated parameters.
Call Center Model Types
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- Interactive Voice Response Model - The IVR simulation model estimates the required resources for an automatic call center that answers inbound phone calls.
- Voice Broadcasting Model - The voice broadcasting simulator model accepts numerous input parameters to simulate the more complex process of broadcasting phone messages to individuals and answering machines.
- Predictive Dialer Model - The predictive dialer simulator and auto dialer model simulates outbound phone calls placed by a predictive dialing phone system with answered calls being connected to live agents.
- Profit Simulation Model - The call center profit simulator model uses the predictive dialer model in estimating the profitability of a calling campaign using cost and profit estimates.
Call Center Simulation Program
IVR Simulator Model
In telephony, Interactive voice response, or IVR, is a computerized system that allows a person, typically a telephone caller, to select an option from a voice menu and otherwise interface with a computer system.
The IVR simulation program is a resource calculator. The IVR simulator model calculates resource requirements for an inbound phone campaign. It estimates the number of lines required to handle peak load processing of these calls.
This model assumes that calls are evenly distributed during the peak period.
Since the peak time can be simply defined in minutes, it is best to take the worst case call
scenario in the shortest time period in order to calculate the resources required to handle your call volume.
Voice Broadcasting Simulation Model
Voice broadcasting and phone message broadcasting are industry terms for the process of employing a computer to call one or more phone numbers from a list and to deliver phone messages. Each call is analyzed by the computer for the type of response to each call.
A call result could be a person, an answering machine, a busy signal, etc. The computer determines what to do with each type of result. For a person or answering machine, the computer could leave a message. For busy signals or no answers, the computer could schedule the call to be placed at a later time.
The voice broadcasting simulator model accepts numerous input parameters to simulate the more complex process of broadcasting phone messages to individuals and answering machines.
Predictive Dialer Simulation Model
A Predictive Dialer is a computerized phone calling system that automatically dials telephone numbers from a controlled list for the express purpose of connecting the "live answers" to agents assigned to sales or other campaigns. Predictive dialers and predictive dialing campaigns are widely used in customer contact centers.
The predictive dialer simulator and auto dialer model simulates outbound phone calls placed by a predictive dialing phone system with answered calls being connected to live agents. Calls can be made predictively, i.e. calls made even when no agents are currently available, "predicting" that when a call finally reaches an individual, an agent will be available.
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