Getting the right number of call center agents in their seats at the precisely the right time is a difficult task. Often, there are too many agents on the phones at one time of day or money is wasted on staff when they are not needed. Then at peak times, when there aren’t enough people to go around, service levels suffer. So, how do you strike the right balance?
Fortunately, Rostrvm (News - Alert) Solutions, a U.K.-based contact center software provider, recently introduced a useful app for mobile devices, to assist busy managers in calculating inbound call center staffing needs. The call center calculator app calculates the number of staff needed to efficiently handle calls and is currently available through the App Store and Google (News - Alert) Play.
"Customers must be kept happy but staffing needs can change rapidly within some of today's contact centers due to the dynamic marketplaces they serve,” said Ken Reid, marketing director at Rostrvm Solutions (News - Alert), in a statement.
Rostrvm’s software applications make contact centers and back office processes work much more effectively. Over the years, the company has built a reputation as a known software developer of a suite of applications that help organizations achieve business objectives while delivering personalized customer service.
“Managers need fast and easily accessible information to help them make efficient calculations, wherever they are, 24 hours a day,” said Reid.
The new calculator app provides an immediate indication to managers of the number of agents needed to work the phones while meeting service level goals. The calculated number of agents indicates the number that must be handling calls or are available to handle calls at all times in the hour to meet the service level.
The app is easy to use as the user simply enters the expected number of calls per hour and the average call length in seconds, and then inserts the service level target percentage needed. Instantly, the calculator will show the number of agents required.
Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida. Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.
Edited by Jamie Epstein