Hi All,
I work in a call centre that appears to have enough people to handle the calls, but isn't meeting the service levels. Natuarlly, my boss is starting to ask me a number of questons and while I think this is a combination of the flow the calls (all coming at once) and the amount of wrap-up time, I need to prove one way or the other what's going on.
Although I can buld a high level model to show the effect of different amounts of wrap-up time, I would like to build a detailed model that actually uses the data from the day I look at and will let me play around with the amount of wrap-up time and see what effect this has on our service level(the number of calls answered within 60 seconds). But as it needs to be clever, and look at the arrival time of each call in the period and the amount of talk time associated with each call, it's beyond my excel skills. My excel and vba is pretty good, so if somoene has anything, I should be able to figure out how it works and use it, but having spent a few days on it, starting from scratch is too hard for me handle.
Does anyone have any modelling tools they have built or know of any good (but affordable) software out there? If you recommend software, in fairness to the advertising policy in this forum, could you please only recommend tools from companies that you have no connection with and that you actually use in your work? I understand I'm new to the forum and don't want to break the cardinal rule!
Many thanks for any advice or help that anyone can offer,
Cheers,
John
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