Generic selectors
Exact matches only
Search in title
Search in content
Post Type Selectors

Modelling Software

Viewing 3 posts - 1 through 3 (of 3 total)
  • Author
    Posts
  • 30th June 2009 at 07:47 #18607
    Gregg Solomon
    Guest

    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

    7th December 2009 at 09:02 #18608
    Amir
    Guest

    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

    8th March 2010 at 09:08 #18609
    Amir Zargaran
    Guest

    You will also need to define your preferred service level.

    Regards,
    Amir Zargaran

  • Author
    Posts
Viewing 3 posts - 1 through 3 (of 3 total)
  • The forum ‘Call center’ is closed to new topics and replies.