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Easily estimate the number of agents and trunks required at your call centre.
Handles 15, 30 or 60 minute analytical intervals and includes reporting and graphing
features.
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An Add-In for Microsoft Excel that lets you use Erlang B and C functions in your
own Excel spreadsheets.
The ultimate in call centre modelling flexibility and data sharing.
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An easy to use and fast Windows product offering Erlang B, Extended Erlang B,
Erlang C and Call Minutes calculators.
Four products in one, plus Erlang for Excel free.
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 |  | Amir Zargaran - 8 Mar 2010 | | |
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You will also need to define your preferred service level.
Regards,
Amir Zargaran |
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Gregg,
I'm wondering whether you have found the modeling software by now or not but I propose that you structure your own model using an Excel spreadsheet. I have tried this on my own cases and it has performed very well.
I can provide you with more input but I'm afraid you'll need to define more variables such as:
- Customer base
- Adds per month
- Churn %
- Customers' proclivity to call (new customers/ existing customers demonstrate different behaviors)
- Network grade of service (in case you are setting up a Call Centre for telecomm industry)
- Agent utilization factor %
- etc...
Please let me know if you are still interested and we can go from there.
Regards,
Amir |
| | Gregg Solomon - 30 Jun 2009 | | |
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I am modelling a call center for a startup 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.
Can someone please recommend software for me to look at.
Thank you,
Gregg Solomon |
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