Call centre & resource planning
In the often-complex call centre and 'back office' environments getting the basics right is essential. Our planning tools provide you with free guidance
Inbound contact
For inbound call centres our online calculator is a simple and easy to use application that calculates the number of staff required to handle a specified number of incoming calls to a defined service level. Enter call volume, efficiency and call handling information to produce a forecast of agent requirements.
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Outbound contact
Rostrvm Solutions' consultants are frequently asked a number of questions. How many calls can I make with a predictive dialler? How many agents do I need to contact a given number of customers per week? I have 40 agents, how many contacts can I make per day? and many similar variations and combinations. Our online predictive dialler calculator delivers the base calculations to answer all of these questions. Based upon your current or expected OutBound call handling profile the system calculates how many calls your agents can make per hour using a preview dialler, a progressive dialler or a predictive dialler. The calculator also computes the number of contacts an agent is forecast to make per hour.
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Dialler campaign planning guide #Updated October 2011#
Our guide to predictive dialler management - Building an outbound contact campaign - balancing productivity and effectiveness - is aimed at call centre managers, campaign managers, marketing and sales managers. It tells you everything you need to know to create successful outbound dialling campaigns in your contact centre.
[Requires Acrobat Reader or similar PDF reader]
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'Back Office' task resources
The rostrvm Back Office calculator provides you with an indicative forecast of the number of staff required to manage a task workload such as preparing contract documentation or processing insurance claims.
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Blended contact
Contact blending in the call centre increases operational effectiveness allowing call centre agents to handle more contacts in any given period. But what do we mean by ‘blending’?
Call centre blending commonly means combining inbound and outbound telephone call activity – typically using ‘spare’ staff capacity to make outbound calls during periods of low inbound call demand. However blending is not just about combining inbound and outbound telephone calls – blending can also be used for combining telephone calls and other contact demands such as emails.
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Calculating the cost of abandoned calls
What is an abandoned call? It's an irritated customer and, in many call centres, it's a lost opportunity to make that sale. If you are lucky the customer will try again later but in most cases they won't and your competitor gets the chance to capture your business.
And the value of that lost business soon mounts up. Use our calculator to estimate how much abandoned calls are costing you.
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