KOOLTOOLZ

Call center software, Erlang calculators, Workforce management

cc-Modeler Professional

Software tools to optimize call

center performance and scheduling

cc-Modeler call center software simplifies staffing, scheduling and optimizing service in your call center - no matter whether it is large or small. Use it to improve your service levels, identify staffing gaps and have happier customers. Suitable for any organization handling incoming customer calls - call centers, helpdesks or support groups.

• Identify your real staffing needs for each period throught the day. • Handle multiple shifts and planned breaks, so that you can optimize agent schedules and coverage.

 Optimise Staffing

• Evaluate the impact of agent numbers on your service level & abandoned calls. • Improve the productivity of your staff through better scheduling.

 Reduce Costs

• Provide detailed performance analysis through the day, based on your service level goals. • Eliminate periods of agent overload. • Improve overall call center capacity.

 Improve Service Levels

• Improve customer satisfaction through reduced ASA and more consistent performance. • Reduce the number of abandoned calls from your customers.

 Increase Customer Satisfaction

• Schedule off-phone activities to provide more work variety. • Balance occupancy against SLA goals more effectively.

 Reduce Staff Burnout

• Such as the impact of an additional 5% of calls. • Or a 30 second improvement in talk time, for example • Or a change in your SLA goals.

 Model Multiple Scenarios

What customers say

"We jumped from 49% service level to 91% in three days using cc-Modeler to restructure our call center"

Take a video tour to see how it works in more detail.

 Dive into cc-Modeler now

Take a video tour of cc-Modeler Pro