[lazy_load_box effect=”slidefromleft” speed=”800″ delay=”200″]

[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.

” btn_style=”default” btn_size=”normal” target=”_self”]
[/lazy_load_box]

[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

[/tab1]

[tab2]BEFORE YOU DO IT – MODEL IT

Existing Layout/System

• Reduce queueing times
• Optimise staffing levels
• Identify any benefits of additional staff/equipment

Proposed Layout/System

• Will it provide service level required?
• Can the system deal with spikes in demand?

[/tab2]

[tab3]
Applications of simulation modelling in Customer Service include:

• Staff Schedules
• Staffing Levels
• Skills Matching
• Service Levels
• Queue Handling
• Call Centres

[/tab3]

[/tabs]