About Staff Planning Tools
- The Call Center Planning Tool helps managers make long term plans for hiring, training, and paying the agents needed to meet the targeted service level. Call center managers can create budgets and evaluate projects by forecasting. They can do "what if?" analyses and see how sensitive their plans are to their assumptions. The planning tool is based upon a mathematical model of call center operations. Volume and handle time forecasts, shrinkage, salaries, telecommunications rates, and other operating parameters are entered as variables; the tool automatically calculates staffing and cost forecasts. For inbound call centers, a queuing model is used to calculate staffing solutions.