Who is Fourier?
Fourier Approach is a privately owned company that focuses on industrial engineering , development, integration and support of information systems and infrastructure.
What We Do > Call Centre Simulation
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The Challenge
The modern day call centre has become one of the most complex environments, requiring precision management and large capital endeavours.
Call centre processes and infrastructure are often redesigned in an attempt to improve the overall flow and throughput and enhance customer experience. Decisions regarding where capital must be spent are often based on vendor promises, and achievements from other call centres experiences. Process decisions such as specialized vs. blended agents, centralized vs. decentralized call centres and the agent and hardware resource levels are often based on historic data.
The modern day call centre consists of three integrated areas being agents, processes and infrastructure, yet the tools utilized to optimize these are per area, creating silo’s that are optimised without taking the rest of the process into account.
Call centre simulation addresses these challenges by providing a business-orientated modelling environment that allows for detailed call centre process and infrastructure design/redesign and simulation without affecting the live environment. The simulation model allows the user to configure a virtual call centre consisting of all the aspects mentioned above, integrated into one seamless simulated view of the call centre.
The Solution
This allows for accurate and effective decision-making since all aspects of the call centre are taken into account. Once a model has been developed, the user can configure different scenarios by making changes to key information such as call volumes, processing times, routing scripts,etc. allowing for advanced scenario testing and comparison.
What if I:
- Split an agent group whilst simultaneously adding an IVR, making changes to the routing scripts and introducing an additional call type to the total service level?;
- Combine two call centres and what would the ideal configuration look like?;
- Increase the call volume per application type to the maximum that the current call centre configuration can handle, can I still obtaining the minimum service levels?
- Have specialised agents with additional infrastructure, what happens to the Average Speed of Answer (ASA)? These are but a few examples of scenarios that are possible with simulation modelling.
Here are some of our products...
With industry maturing and developing new innovative solutions and approaches, efficiency and effectiveness across the entire supply chain is key to achieving a competitive edge. Best practises from other industries are adopted and applied to cash management that promise major cost savings and improvements.
Our Industrial Engineers ensure that processes are critically reviewed and re-engineered. The impact and value-added contribution of any proposed change to an activity or process is calculated, evaluated and predicted to ensure that to ensure that the best value is achieved and that companies make the right decisions the first time, every time.
Business Activity Monitoring (BAM), using principles of Business Intelligence coupled with real-time application intergation, is ideal to monitor and provide timeous feedback on process performance.