Contact centre & back office planning

In the often-complex contact centre and ‘back office’ environments getting the basics right is essential. Our planning tools provide you with free guidance.

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.

> Logged in users can access our inbound contact planning tools here

Our call centre calculator mobile app calculates the number of staff needed to deal effectively with your inbound calls.

The calculator provides an instant indication of the number of people needed to man call centre phones whilst meeting the required service level targets.

> Learn more and see the video here

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.

> Logged in users can access our inbound contact planning tools here

Our 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.

> Logged in users can access our outbound contact planning tools here

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.

> Logged in users can access our outbound contact planning tools here

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.

> Logged in users can access our blended contact planning tools here

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.

> Logged in users can access our back office planning tools here