Case Study: NHS 24 Improves Call Center Performance with SIMUL8

NHS 24 Uses Simulation to Improve Call Center Performance

NHS 24, Scotland’s 24-hour telephone health advice service, faced a major surge in demand when GP calls outside normal hours were automatically routed to its helpline. With call volumes reaching more than 14,000 per day at peak times, service levels fell and some patients waited over an hour for a callback. NHS 24 turned to SIMUL8 simulation software to explore ways to improve call center performance and test strategic options before making changes.

SIMUL8 used contact center simulation to model NHS 24’s call-handling process, identify bottlenecks, and determine the right resource and skills mix to reduce reliance on callbacks. It also helped NHS 24 assess the value of adding new “hub” contact centers, along with the staffing and shift patterns needed to support them. As a result, NHS 24 gained a risk-free way to test proposals in advance, build a stronger business case for investment, and create a long-term staffing plan to manage future demand and underperformance.

NHS 24

Graham Dixon

Director of IT