Call flow simulation is the artificial imitation or replication of a call process to model and identify how the call travels or shifts into the different stages or levels within the company operation. The simulation will actually provide or demonstrate to the concerned how a call is handled by the different departments or functions that it may entail in the course.
It does not only help identify that different elements or functions involved in a call but to clearly establish levels in the processes for optimizing the same by isolating bottlenecks in the process, anticipating potential effects and defects of new ideas or systems to be implemented, predicting future performances as well as comparing different scenarios for decision making and conducting a process analysis.
A call flow simulation is usually applied in important service functions that make up the whole customer call center service operations. Chief among them is the interactive voice response telephony in which the caller uses a touch-tone phone to interrelate with a database. The call flow simulation would consist of the different routing that will occur when the caller presses a corresponding number.
Call flow simulation is also used in telecommunication planning which included costing, network design, and resource allotment. Because of the multitude of callers calling at the same time, call flow simulation is also used to analyzing priority queues in order for companies to quickly filter calls that need to be prioritized such as payment of bills. Simulation of calls is also applied in trunk tracking in order to properly route calls to numerous agents that may use a single line.
Other applications of call flow simulation including Inbound and outbound telemarketing in order to properly route calls to the right expert agent handling the same, planning staff schedules to ensure that sufficient agents are available to handle calls during peak hours, workload & capacity planning to optimize the number of agents needed per forecasted demand and callback dialing analysis, among others.
The call flow simulation is an important process by which a call center company can improve its overall operations. Optimizing the call flow will decrease call waiting times of the clients as well as queue sizes, which can irritate and reflect inefficiency. It can maximize resource utilizations as agents are used when and where they are needed, reducing idle time when they have nothing to do. It can manage inbound queue priorities because such proactive calls initiated by customers means that such customers are already interested and are most likely to be buyers.
Other important benefits of call flow simulation is allows managers to better evaluate new technology or new systems before implementation as the flow would allow them to better identify and track problems, see consequences or effects of alternative solutions for enhancing and optimizing workflow & workforce planning for the end objective of improving customer satisfaction.
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