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I am modelling a call center for a business plan. These are the variables that I have projected:

  • Annual call volume
  • Average length of call
  • Monthly distribution (%)
  • Day of week distribution (% Sun/Mon/Tues/etc.)
  • Hourly distribution (%)
  • Agent salary

I am looking for software that I can input my data into, select service level, and a few other basic parameters, and then have the software present a staff plan along with performance metrics, and payroll.

Which products should I look at, and does it work the way I have described?

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1 Answer

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For a business plan, I would suggest to go with Excel. It will give you a lot of flexibility if you need to add variable, tweak parameters or validate various hypothesis.

In the description that you are giving, simple Excel formula should be able to deal nicely with your bullet points. The one difficult point is going to be the conversion from (hourly) call volumes into operator counts. For that matter, you can use our sample Excel spreadsheet which includes the Erlang C formula that you will use for the conversion.

Once you get the actual staffing, computing the expected bottom line your call center should rather straightforward.

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