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Call Center Designer

• How many agents do I need for my desired service levels?
• What will happen if our call volumes increase by 10%?
• What would happen to our queue length with two less agents
• How will a raise in our service level affect our profits?
• How many callers will get a busy with different trunking levels?

You enter your call center volumes, costs, and service level goals, either manually or by pasting in the data from ACD reports and spreadsheets -- Call Center Designer tells you how well your call center is doing, and how well it can do by week, day, hour, and minute.

Day Planner - For each hour, half hour, or quarter hour, determine the ideal number of agents and lines to handle the peaks and valleys of your call traffic for each day of the work week.

Staffing - Determine the optimum number of agents you need for the best service and maximum profit for a specific time period of the day, such as the busiest or least busy hour. Obtain valuable performance predictions for different staffing levels.

Trunking - Determine the optimum number of inbound lines.

WHAT YOU DO

You enter in the call volumes and expenses of your call center, and parameters for determining staffing, trunking, and day planning: number of calls, arrival period, average talk time, after call work time, maximum caller wait, desired service level and busy line goals.

Enter the information manually or paste it in from your ACD reports and spreadsheets.

You can then view Call Center Designer's performance statistics or print them. You may also save all your entries and the calculated statistics to a file that can be recalled later. All calculations and graphs may be transferred to Microsoft Excel or Word with a couple of mouse clicks.

WHAT IT WILL DO FOR YOU

Call Center Designer uses customized versions of the Erlang C and Erlang B probability algorithms for staffing and trunking calculations. These are well known in the call center industry but are usually in the form of look-up tables and limited spreadsheet tools.

With this information you can quickly adjust expected call volumes, call lengths, and service levels to plan and answer all your "what if" questions.

Also, all the performance statistics for staffing, trunking, and day planning may be viewed as graphs so that you can get an intuitive feel for how your call center will perform.

All the information you need to plan efficient call center operations is presented in both numeric and graphic formats with common sense language.

In addition to telling you how many agents and trunks you need, Call Center Designer gives you many other vital performance predictions:

% of calls answered within a given time. Average time in queue.
% of calls delayed. Length of queue.
% of calls likely to abandon. Percent busy.
% of time agents will be on a call. Agent, trunk and other costs.
Average speed to answer. Revenue and profit per call.


Latest Windows version only $79.00 US. Runs on all versions of Microsoft Windows. Be sure to look at our SimACD simulation software that extends and improves upon Erlang-C calculations.