WORK?

What's that?

I'll include more here as I get around to actually writing some of the stuff I use into a Web friendly form!.

At the moment I forecast call flow arrival for a Major Healthcare Insurance company (Exciting Huh?) Dealing with day to day and hour by hour arrival.

WFM (Workforce management software ) has appeared in the last few years that should simplify my job but at the moment I'm running a 95-98% accuracy using just the software I've built for the purpose.

The link below will let you download an Excel file with one of the first Call flow simulators I built on it.

It looks at up to 4 incoming lines across a 4 week period and calculates call flow and staff required from extra data such as productivity, Call Length and sales activity. 

Call Flow Model.xls

This version is Very simple and uses no advanced manipulation formulas in the call flow model." ERLANGS we don't need no Steenkin Erlangs"

Erlang-B is a statistical formula designed to predict call flow into Telephone exchanges. I've a calculator written using standard Excel formulas for working this out.

For establishing guidelines and formulating policy a guide to setting up Telephony policy and practice can be found here. This example relates to a sports arena in the UK and was done as a private project in 2002. The company in question had just had a new switch installed but had no formal policy in place. This was used as a springboard to stimulate discussion within their Telephony policy group.

Telephone Guide

For a small business the transition to using ACD technology whether with or without installing a new Switch can be daunting. A White Paper on the fundamental factors behind the setting up of an ACD system and a discussion of how to achieve low to zero cost solutions can be found below.

Colours of a Call Center

Please feel free to download the above articles however if you do can you drop me a mail to the line below. Also if you have any comments or queries please feel free to contact me.

Customer Satisfaction Survey from the CCV thread

DISCLAIMER

All these are probably best downloaded. As with anything on the Internet these were uploaded after a virus check but please scan them yourselves after downloading.

OTHER READING

If you're interested in the Geeky maths behind forecasting check.

An explanation of Erlang's here.

Alternatively

Scary Huh?

The link above offers an on-line calculator.

For a good discussion board on Call Centers use the Link below

Call Center Voice.

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All Contents (c) Dave Appleby 2003. May not be reproduced in any form without consent