Hello, Am using Vonage for UK, but now its not working since last 4 months, Do you have any idea to what to do. My job is at risk ..read more

Hi Jamie, Magnus is right that the SLA is extremely high with your example – pretty much perfect performance. That’s no surprise because you have 149 staff ready to answer only 1076 (fairly short) calls in an hour. To answer your more general question, our company offers an Excel add-in for call center analysis called CC-Excel. This adds several functions to Excel that you can use to estimate call center performance. I’ve highlighted CC-Excel‘s SLA formulae below, in red: Function name Description CCXLAgents() Estimates the number of agents you need to handle incoming calls within spec ..read more

For call center setup which one is better , Vicidial or Goautdial Ben ..read more

Want to set up a new call center ..read more

Hello, I have a query on the same lines as Jamie… I wish to optimise the overtime in my organisation. Hence I am working on a tool which can help provide data that if the overtime was not accrued for a particular interval… what impact it will have on actual Service Level. Example as below…. The below data is past dated and have taken Actuals data. Actual SL = 93%, Call Volume = 4653, AHT = 230, Total Scheduled FTE = 615, Shift Scheduled FTE = 575, Overtime FTE = 40, Service Time = 30, Interval = 30 mins So…. We are looking at a scenario where if we hadn’t accrued the 40 agents from Overtime FT ..read more

Yes, our calculators can be used in any environment or industry that handles inbound calls. There are no industry specific guidelines – use should be the same whatever industry you are in ..read more

Would to use your calculator in an educational environment. How do I do that ..read more

Willing to start call center business in Karachi, c ..read more

First of all you have to decide which type of call center you want to start On-site call center or virtual call center after that you have to focus on the services provided by your call center. Initial cost for On-site call center is lower than virtual call center. You have to hire 50-100 right agents for the first time ..read more

I am putting together a staffing model to show the staffing needs at daily level (down to the 30 min interval) using Erlang. I am also trying to communicate what the staffing needs would then be at the weekly and monthly level. The hours of operations span 17 hours a day 7 days a week, but Saturday and Sunday receive much lower volume, reflecting significantly less FTE. I am trying to determine the ideal number of staff for the day (the average and max seem too low since the hours of operation are greater than 8 hours). Once I have the ideal Daily headcount number, how would I determine the id ..read more