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[hero_unit title=”Customer Service” text=”Customer Service is the provision of service to customers via a series of activities designed to enhance the level of customer satisfaction.
Customer Service Challenges
– The aim is to optimise the scheduling and dispatching of tasks to balance productivity and service levels
– Allocating people to crews that possess flexibility to do many different tasks
– Geographical dispatching is key
– Emphasis is on service vs productivity
– Demand is highly unpredictable
– Tasks can be planned or reactive e.g. the installation of phone services or the repair of phone lines.
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[tabs direction=”top” tab1=”Overview” tab2=”Benefits” tab3=”Applications”]
[tab1]SERVICE LEVELS PARAMOUNT
- Scheduling staff to meet increased or highly variable demand.
- Dealing with seasonal and peak-time fluctuations in demand.
- Allocating skills into flexible crews
[tab2]BEFORE YOU DO IT – MODEL IT
- Reduce queueing times
- Optimise staffing levels
- Identify any benefits of additional staff/equipment
- Will it provide service level required?
- Can the system deal with spikes in demand?
Applications of simulation modelling in Customer Service include:
- Staff Schedules
- Staffing Levels
- Skills Matching
- Service Levels
- Queue Handling
- Call Centres