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Registration Center
Our simulation simulates the front end customer service center. There are two entrance areas to the service center, a walk-in service and a call-in service. This help center is similar to the help center used at BCIT registrars building by the main entrance, businesses and firms with similar customer service centers may adapt this simulation model to their needs.
A simulation like this can be used to simulate cost runs and test efficiency at a workplace. We can simulate what the results are if we give or take resources. Simulations are useful because they simulate costs as a result of changes in the operation. So in this case, maximizing efficiency and reducing costs would be our objective. For other businesses, their goal could be reducing customer wait times or reduce resource use etc.
The simulation contains two entry points. First is the physical walk in entry at the BCIT registrar office (Walk In Entry), the second entry is a call entry to the BCIT office phone line (Call In Entry).
There is a general inquiries help desk (Dispatcher) that directs customers to the specific help desks, but is also able to direct any calls (from the Automatic Call Center for customers who wish to speak to an operator) to the call center for help.
Customers wait in line at the (Line Up Queue) for an available Help Desk. There are three dedicated help desks (Help Desk 1, 2, 3), two dedicated call center help desks (Call Center 1, 2), and two mixed mode desks that can serve walk in customers as well as call center services. Mixed Mode service desks can help either side by reducing wait times, whichever needs more help.
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