Posted 2010-02-02 00:00 under simulation, customer service
Following from our earlier conceptual systems thinking diagram, here is a simple working simulation model of a company with a call centre, that takes into account various interrelated factors such as call centre volume, staff retention, customer turnover, and staffing costs. This model runs in your web browser, so you can see how changing the numbers affects the bottom line.
Have been thinking more about the systemic structure of call centre service from a while back, and here is a diagram that integrates the four feedback loops:
We have been looking at issues around customer call centres, of which there are over 5,000 in the UK alone. It's clearly a challenge to balance cost with customer service, but there are also wider benefits to call centres that are probably not being realized in many places. Here are four feedback loops we found which apply to call centres large and small:
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