Call Center Simulators

[Moderator]

We would like to hear from others who are using, or have used, call center simulation software in your call center.

Does it effectively model your call center?
Under what scenarios are you most likely to use it?
What specialized training did you receive from the vendor or on your own?
Do you recommend simulation as a cost effective tool to assist in call center operations?

Thanks

Moderator
CallCenterOps

[dave engelhardt]

At the onset it must be stated I work for an e-learning company that provides scenario based learning specifically for the contact centers.

You have asked many good questions and I feel that I must answer them with some questions of my own. Before I can help direct you in the correct direction.

What do you mean by simulations? People seem to be using this term often and it seems to include many different modes of delivery. are you looking for scenarios that recreate "real life", or a written text based system, or a blend of both? What is your ideal form of delivery?

As every initiative must have a goal what are you looking to accomplish with your training? ie improved customer satisfaction, lower costs, or internal process training?

Vendor training that is a very good question and one that is most often over looked in companies rush to implement a CBT. The questions that come to mind are Do you have an internal IT dept that would help w/ implementation this could be a big time/cost saver. Also more than training, you must ask if you have to create your own simulations or are they provided with the program? As this will add or decrease to the over all costs and vendor invlovement.

Cost --there are many articles that show the cost benefits of e-learning. But you must also look at knowledge retention and how the learned knowlegde is applied to the jobs that you are training for. If used properly e-learning has the potential to have a huge advantage in this area.

these are just some thought that I have if you feel it would add value please feel free to contact me.

Dave
(800)662-4066 ext 15818