We’re a small firm that specialise in the creation of call centre calculators and other tools.
We currently have a simple call centre calculator available on the App Store which can be used to identify the correct number of staff for a given interval (15, 30 or 60 mins) in order to answer a certain number of calls of a certain length, and meet a given Service Level (e.g. 80% answered in 20 secs). It is expected this might be a useful tool when sitting in meetings looking at what changes to any of these inputs is likely to do to staffing levels.
We’re working on a Shrinkage Calculator which allows a user to specify a list of off-phone activities along with typical working hours to return a percentage that can be used to increase raw staffing levels by the appropriate amounts to cover those activities.
We also have several Excel Addins and formulæ that are useful when working with staffing data in MS Office applications.
Drop me an email at email@example.com if you’d like any more information.