Manpower Deployment Planning in Call Centers 

Availability and service guaranteed

An important competitive factor for every call center is availability. We have all been stuck on hold for what is often an eternity and most likely finally hanged up frustrated. This ensures customer dissatisfaction. Therefore, the highest possible availability with minimized waiting time and overflows must be the goal. Only with precise capacity planning can all fluctuations be considered so that the right personnel are available at the needed time. By implementing X/TIME^®-PEP, the individual call center’s optimal capacity usage is enabled. Costs from unused capacity are avoided and exact availability of needed skills guaranteed.