Simul8 Corporation, the market leading provider of contact centre simulation solutions, has today announced that HBOS has selected SIMUL8 Process Manager to develop a solution to test potential operational and strategic business process changes within their UK customer contact centres.
As the UK's largest mortgage and savings provider, HBOS has nine retail telephony contact centres, handling in the region of 230,000 calls per day, by around 6,000 call handlers. HBOS recognises the need to use SIMUL8 Process Manager to explore how changes in call demand, resource availability, skill groups and call handling, will impact on service levels.
SIMUL8 Process Manager is an advanced contact centre simulation solution, comprising of a simulation interface tailored specifically for HBOS requirements, built upon the world's leading simulation engine. The final solution will empower HBOS contact centre planning teams to undertake extensive 'what-if' analysis and examine the resultant impact of these changes on service levels.
Focussing initially on testing call blending and customer prioritisation rules to measure the impact of change on front office service levels, future plans include examining how these changes also affect back office service levels.
HBOS will use Process Manager to maximise staff retention, ensuring call handling is spread across skill types, testing potential changes to call routing to ensure calls to multi skilled staff are routed appropriately and that planning teams have the ability to examine the impact of flexible shift patterns.
Colin Williamson, Director of Business Development, SIMUL8 Corporation said, "It is vital for HBOS to be responsive to changes in their dynamic contact centre environment. We are pleased to work with HBOS and use Process Manager to develop a solution capable of supporting them in understanding the impact of potential change and driving improvement in their contact centres".
Jawn MacDonald, Project Delivery, HBOS plc added, "Customer and colleague satisfaction is critical at HBOS and we strive to understand how changes can impact on these groups. The ability to implement changes within a simulation model which specifically mirrors our operating environment is essential. It allows us a risk free way to predict the impact of change and also allows us to find areas to make further improvements to our performance. SIMUL8 Process Manager was able to clearly demonstrate how it could support us in achieving these goals".