One of the primary roles of an operational Call Centre Manager is to ensure that incoming calls are handled in a timely manner. One way of achieving this would be to provide a limitless number of agents to answer calls. This would obviously be impractical. One of the advantages of establishing a call centre is that call answering is consolidated into one large workgroup, so offering economies of scale. It is therefore important to ensure that the optimum number of staff are in place at any time.
This is achieved by maintaining a careful correlation between the volume of incoming calls and the staffing scheduling mechanisms. If too many agents are deployed, costs will be higher than they need to be. If too few agents are in place, then quality of service will be compromised.
Ansapoint can make this design and analysis easier by automating the statistical calculations required.