call center performance tools, without
the big-ticket price
cc-Modeler
Professional call center software simplifies staffing, scheduling
and optimizing service in your call center - no matter whether it is
large or small.
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Optimize
staffing |
-
Identify your staffing needs for each period
throughout the day.
-
Handle multiple shifts and planned breaks, so
that you can optimize agent schedules.
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Improve
service levels |
-
Provide detailed performance analysis through
the day, based on your service level goals.
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Eliminate periods of agent overload.
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Improve overall call center capacity.
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Reduce
costs |
-
Evaluate the impact of agent numbers on your
service level & abandoned calls.
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Improve the productivity of your staff through
better scheduling.
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Investigate
various scenarios |
- Such as the impact of an
additional 5% of calls
or a 30 second reduction in talk time.
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Reduce
staff burnout |
- Schedule
off-phone activities to provide more
work variety, as well as balancing occupancy
against ASA goals.
|
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Increase
customer satisfaction & revenues |
- Improve customer
satisfaction through
reduced ASA and more consistent
performance.
- Reduce the
number of abandoned calls.
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Simulate
your actual operation |
- cc-Modeler also uses
simulation to give
real-world accuracy and in-depth analysis.
- For example, for mixed
call types & priorities.
|
Calculate
abandons |
- cc-Modeler can now
calculate the expected
abandonment rate for varying staff levels.
- Abandoned calls are an
issue for any call
center manager, as they mean customers who
may be taking their business elsewhere.
|
New!
cc-Modeler is now multi-user |
- Have multiple users
working on the same
dataset, anywhere on the network
- You can also have multiple databases, for
example for separate groups or departments.
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