Case Study: USAA achieves call center and investment planning optimization with AnyLogic simulation modeling

Call Center Optimization and Investment Planning Using Simulation Modeling

USAA, the Fortune 500 financial services group, turned to AnyLogic simulation modeling to tackle two major challenges: optimizing a complex call center operation and prioritizing long-term investments. The company needed better visibility into staffing, call routing, capacity limits, and the potential business impact of different decisions.

With AnyLogic, USAA built detailed simulation models for call center operations and investment planning. The call center model improved wait times, boosted customer service, reduced abandonment rates, and lowered hiring and training costs. The investment model helped USAA compare costs, benefits, risks, and resource stress across portfolios, reducing operational risk and giving the company a 12–15 year roadmap for proactive mitigation.

USAA