Call Center Software

Use this simple spreadsheet to analyze your call center's operational costs. Results provided include total annual and per transaction overhead costs, network expenses and labor costs, as well as your call center's overall cost-per- transaction. Suitable for presentation to senior management or your financial department, this spreadsheet can be customized for your call center. All calculations are documented. Includes links to additional resources.

Requires Microsoft Excel 95 or higher. This product is a new and improved version of ICMI's cost-per-transaction spreadsheet that was included on our Software Tools for Incoming Call Center Managers CD-ROM. If you own the new version of QueueView: A Staffing Calculator then you already have a copy of this spreadsheet.

Please note: Purchasing one copy of this Cost-Per-Transaction Spreadsheet grants you a license to use the spreadsheet on a single personal computer. You may have more than one personal computer, and you are welcome to use the spreadsheet on any computer you like--as long as there is no possibility of your copy being used on more than one computer at the same time. ICMI software is copyrighted to ICMI, Inc. Unauthorized use, duplication or distribution is prohibited.

EasyStart requires at least Excel 2003 and is NOT compatible with Excel 2007.

Our step-by-step interactive "wizard" makes it easy to set up this spreadsheet to schedule your call center agents and meet your service level and response time objectives.

Account for every interval of every agent's day.
Erlang C calculations, the same as in QueueView, show you the number of staff you need to schedule during every interval of the day to meet your service level objectives for incoming calls (including VoIP) or text-chat.

Schedule the right number of staff to meet your response time objectives for transactions such as email, fax, Web call-backs or correspondence processing by checking your "run rate" throughout the day.

Maximize your staffing efficiency.
See where you will be under- or over-staffed, what service level and occupancy rate you can expect, and what volume of transactional work you'll have on-hand—all shown for every interval of the day!

Plan your response to problem intervals in advance and reduce your dependence on "real-time" crisis management. Shift a training class from an under-staffed interval to a time when you have excess capacity, or call in extra help before calls build up in queue.

Is EasyStart right for your call center?
You can view the presentation below to get a detailed look at EasyStart Call Center Scheduler. We do not have a "demo" version of the software, but please feel free to contact us 800.672.6177 if you'd like to discuss the suitability of Easy Start Call Center Scheduler for your operation, or send email to icmi at icmi@icmi.com.

Single user license
Each copy of Easy Start Call Center Scheduler that you purchase is a license for installation on one personalcomputer. Please contact ICMI at 800.672.6177 or icmi@icmi.com for information about multiple purchase discounts.

This easy-to-use software package includes QueueView and other software files. It utilizes Erlang C and Erlang B calculations to predict agents and trunks required.

Calculating Staff
QueueView provides a range of data on staffing requirements based on the information you provided. The range of answers always begins with the fewest number of agents that can handle the specified load (assuming no abandonments) and ends with service level at virtually 100 percent.

To interpret the results, locate the row that contains your target service level percentage (SL%) or the closest percentage to your desired service level. (You can highlight the row for easier viewing by clicking on it.) The values in the other columns of that row correspond with your objective.

Calculating Delay
The Delay calculations estimate the amount of time callers will be in queue, assuming they do not abandon. Find the row that contains your target service level percentage (SL%) or the closest percentage to your desired service level. (You can highlight the row for easier viewing by clicking on it.) The results in that row estimate how many callers are delayed for the specified increments, out to 240 seconds.

Calculating Trunks
QueueView calculates the number of trunks required to carry the erlangs (hours) of traffic you input, at the probability of blockage that you specify. These calculations are based on Erlang B.

This easy-to-use software package includes QueueView and other software files. It utilizes Erlang C and Erlang B calculations to predict agents and trunks required.

Calculating Staff
QueueView provides a range of data on staffing requirements based on the information you provided. The range of answers always begins with the fewest number of agents that can handle the specified load (assuming no abandonments) and ends with service level at virtually 100 percent.

To interpret the results, locate the row that contains your target service level percentage(SL%) or the closest percentage to your desired service level. (You can highlight the row for easier viewing by clicking on it.) The values in the other columns of that row correspond with your objective.

Calculating Delay
The Delay calculations estimate the amount of time callers will be in queue, assuming they do not abandon. Find the row that contains your target service level percentage (SL%) or the closest percentage to your desired service level. (You can highlight the row for easier viewing by clicking on it.) The results in that row estimate how many callers are delayed for the specified increments, out to 240 seconds.

Calculating Trunks
QueueView calculates the number of trunks required to carry the erlangs (hours) of traffic you input, at the probability of blockage that you specify. These calculations are based on Erlang B.