Toolkit

Contact Centre

Today's Challenge:
Today's contact centre environment faces an increasing complexity caused by increasing customer expectations, complex technology (ACD- logic, IVR, CTI,...) and products, marketing requirements, skill based routing,... The traditional call centres migrated to contact centres and in a next step to profit centres. Operators are handling different contact types and need to manage a great pile of fast-changing knowledge, etc.

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 and levels, 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 your contact centre.

Added value of the MÖBIUS’ Contact Centre solution:

Visualisation: the 2D and 3D visualisation of the CC suite provides a model allowing insight into the actual situation, the contact flow, potential bottlenecks. This highly facilitates the communication in testing of the possible scenarios (often very innovative) and subsequently reduces the resistance towards change.
Complexity and variation: Since a simulation model composes a virtual representation of reality, no assumptions or simplifications are required to formulate the definition of a problem. Consequently, the CC Suite can handle extensive complexities and variations can be introduced into the model in a variety of ways (parametrical and non-parametrical distributions, historical data). By allowing these divers types of variations to interact, the CC Suite provides a particularly useful tool for understanding the dynamics inside the contact centre environment and the dimensioning thereof.
In-depth analysis: thanks to the modular build on the basis of contact types, queues, activities and teams, true to life, the CC Suite draws a direct link to analysing methods such as Activity Based Costing. By means of real-time visual reporting and clear a posteriori table-based reporting on the basis of a wide range of predefined KPI’s, various scenarios can be quantitatively evaluated. Thus, the tool really is a powerful decision-supporting instrument.
What-if scenarios: various what-if scenarios can be tested in a relatively short time span. Some examples are:
- dimensioning of the contact centre in various organisational styles
- stress tests, for example at peak load or to anticipate future increased contact volumes
- support of WFM supplier selection, by submitting complex multi-skill issues stating cases and the accuracy of the answers to be evaluated in a virtual model
- impact of combining various regional contact centres into one centralised contact centre

As each contact centre has its own proper environment conditions, decision variables, workflow routing technology, etc., we have a team of experts to adapt the contact centre suite to your environment to realise an accurate, complete, realistic and meaningful simulation.