[Gregg Solomon]

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

[Amir]

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

[Amir Zargaran]

You will also need to define your preferred service level.

Regards,
Amir Zargaran

[Author]

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