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Customer Service

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.

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
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?
Applications of simulation modelling in Customer Service include:

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