Call Center Designer

Call Center Designer is a sophisticated Erlang-C based agent staffing tool designed to optimize call center operations. Developed by Portage Communications, this software allows users to input their call center volumes, costs, and service level goals, either manually or by importing data from ACD reports and spreadsheets. Using well-established Erlang-C staffing formulas, Call Center Designer provides detailed insights into call center performance by week, day, hour, and minute. The tool helps managers determine the optimal number of agents needed to meet desired service levels, predict various performance metrics, and answer crucial what if questions about their operations. In addition to providing staffing recommendations, Call Center Designer offers a wide range of performance predictions. These include the percentage of calls answered within a given time, average queue time, percentage of delayed calls, queue length, abandonment rates, agent occupancy rates, and cost calculations. The software presents all this information in both numeric and graphic formats, using easy-to-understand language. Users can view, print, or export the calculated statistics to Excel or Word with just a few clicks, making it a versatile tool for call center planning and management. Compatible with all versions of Microsoft Windows, Call Center Designer has been praised by long-time users for its reliability, ease of use, and excellent customer support, particularly for small call centers.

Call Center Designer's focus on providing comprehensive performance predictions, including metrics like percentage of calls answered within a given time, average queue time, abandonment rates, and agent occupancy rates, offers managers a holistic view of their call center's performance. The ability to easily export these calculations to Excel or Word enhances its utility for reporting and analysis. Additionally, the software's compatibility with all versions of Microsoft Windows, coupled with its reputation for excellent customer support, makes it a reliable choice for call centers seeking a straightforward yet effective staffing tool. The combination of these features, along with its affordability and proven track record, positions Call Center Designer as a strong competitor in the call center software market, particularly for smaller operations looking for a focused, no-frills solution.

• Small Businesses (1-99)
• Mid Market (100-500)