Free to Use - Call Center Calculators - Courtesy of NuComm International .
Please choose, from the left margin, which calculator you would like to use.
The formulae used in the Workforce Management Calculator is based largely on Erlang C, a probability calculation developed in 1917 by Agner Krarup Erlang.
Although still considered a standard tool in the call center industry, it is also known to contain one flaw - it assumes that no one will hang up while waiting for their call to be answered.
Although there are commercial variations on this formula which attempt to compensate for this, the original formula itself is still the most widely used method of forecasting workload in the call center environment.
The purpose of this calculator is to let you arrive at a remarkably accurate estimate of your call center's annual (or quarterly, or monthly) budget without spending hours in Excel or waiting weeks for analysts to get back to you.
If you know just a handful of key numbers about your operation, you can very quickly arrive at a useful budget estimate.
Whether you want to forecast a campaign or create "what-if" scenarios, this costing model shows what your estimated Return On Investment will be for a given outbound campaign. Calculate cost vs. revenue or determine how many full time employees are required in just a few moments.
You can find detailed call center definitions, organized alphabetically by clicking on the buttons in the left margin. |
