Call Center Simulations

Consultants employ call center simulations to determine the efficacy of telemarketing setups. These simulations are designed to test the limits of your operators. Sometimes, you want to alert them before doing these drills, and sometimes you want to disguise the drills as real work. So what are some tests you can conduct, and what should you do with the results?

A simple way to gauge your call center's effectiveness is to pretend to be customer with a complaint. Either disguise your voice or use a proxy, so that your employees won't recognize you. You can experiment with different ways of being difficult. For instance, during one call, you can react aggressively no matter what your operators do. On another call, you can be more flexible in your attitude and respond based on how your operators manage your requests.

Simulations to Test Your Call Center

Another simulation technique is to bombard your call center with a ton of traffic at once. You can siphon traffic by manipulating the switchboard. Of course, any time you involve real customers in your simulation, you run the risk of frustrating clients. Bearing this in mind, you might want to try an in-center employee subterfuge simulation.

The way this works is that you "hire" a newcomer who's really an operative in disguise. Your managers and employees then put the newcomer through his paces. By testing your call center training capacities, you gain real insight into how your office works politically and how it manages interpersonal crises on a day-to-day basis.