• Business Process Management
• Health Care
• Human Resources
• Call Center
• Logistics/Supply Chain
• SIMPROCESS Features
• Demonstration Models

Call Center

			Demonstration Model - Call Center
			Demonstration Model - Help Desk

Call Center Model Description

In this model three types of calls are generated - types A, B and C. Each call type has its own cyclical schedule at a Generate Activity inside the Generate Phone Calls process.

The center is staffed by three levels of technicians - X, Y and Z

• Question type A can be answered by any technician
• Question type B can be answered by a Y or Z technician
• Question type C can be answered only by a Z technician

By default, the incoming call buffer can contain no more than 10 calls on hold. If 10 callers are already on hold the next incoming call will get a busy signal and be dropped. The maximum number of calls the buffer can hold is also a model parameter. The user will be prompted to change the queue's capacity each time the model is run. If a call is on hold for too long (in the buffer) it will hang up (renege). The renege time for each type of call is set by a model parameter and can be changed each time the model is run.

This model can be run using SIMPROCESS Lite. It was built using advanced features available in SIMPROCESS Professional.

Demonstration Model - Call Center (CallCenter.spm)

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Help Desk Demonstration Model

Typically, staffing and communication technology decisions for a customer service process have been made by analytical tools which fail to take into account the randomness and system dynamics that result in queuing. SIMPROCESS provides a complete set of statistical tools such as probability distributions, data analysis and design of experiments, plus advanced modeling features such as cyclical generation of entities and resource downtimes.

This demonstration model shows how SIMPROCESS can be used for modeling the random nature of a Help Desk. The Help Desk utilizes three types of customer service representatives (CSRs) to handle incoming customer calls. These CSRs are modeled as resources. The three types of CSRs are

1. CSRhelp - trained to handle calls regarding transfer of ownership, power outage and billing inquiries
2. CSRpage - trained to handle calls regarding paging inquiries
3. CSR - cross-trained to handle calls regarding transfer of ownership, power outage, billing and paging inquiries.

The hierarchical business process Help Desk contains two alternative ways of utilizing the same total number of resources. The business objective of this exercise is to best utilize the CSRs to minimize the time customers spend on hold waiting for an available representative.

Alternative 1 - the "As-Is" process. When a call arrives it is answered by the first available CSRhelp. The representative determines the nature of the inquiry. The CSRhelp then either passes the call to Desk 2 if it is a paging inquiry or else handles the call. If the call is passed to Desk 2 the customer is put on hold until a CSRpage is available.

Alternative 2 - the "To-Be" version of the process. When a call arrives it is answered by the first available CSR. The representative determines the nature of the inquiry and services the customer regardless of the category.

Demonstration Model - Help Desk (HelpDesk.spm)

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