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Ansapoint

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Ansapoint is a software tool that can help you work out how many agents you need at a call centre in order to answer your incoming calls according to service targets which you specify.  Ansapoint will also estimate the number of trunks which should be connected to your call centre to handle the peak incoming traffic.  Ansapoint can also be used to estimate how many calls a group of call centre agents can handle, and still remain within the service level criteria that you specify.

 

Calculations can be performed at 15 minute, 30 minute or 60 minute intervals.  During these periods, the agent availability can be set.  This can be used to take staff breaks into account.

 

Calculations are organised into days, and you can define an unlimited number of days within Ansapoint.  For example, if you find that your traffic patterns are higher on Monday than on other days, then you can define a day covering the call levels you expect to see on Monday, and another day covering all other days.

 

Furthermore, days can be organised into projects, which define features common to all their days such as average call duration and call centre opening time.

 

All calculations are automatically recorded in the Ansapoint Database as they are made, so there is no need to save results, or load separate projects when they are needed.

 

Ansapoint also offers charting features and clear printed reports detailing all results for a day.  The results can also be exported to an Excel spreadsheet.

 

 

See also

 

Who is Ansapoint for?

Why carry out call centre design?

Navigating Ansapoint