Is anyone aware of a product or calculator in existence that calculates capacity for Multiple Grades of Service using Shared Resources.
I work for an inbound call center that is dividing call types into multiple grades based on profit margins. Basically we want to give our large dollar clients better service than our low margin clients.
The calls, however, are identical from a CSR skill set vantage and will be handled by the same CSR’s. Does a tool exist that would allow us to calculate capacity based on different service objectives utilizing the same resources?