WFM Omni-Channel Resource & Capacity Planning System
Get it right the first time.
Capacity planning is easy to say, but hard to do right.
Capacity planning requires juggling many moving pieces to get a plan right the first time.
Failure to get capacity planning right can yield heavy costs for organizations. Overstaffing and understaffing can negatively affect the call center in tangible and intangible ways. Capacity planning drives the customer experience; failing to correctly capacity plan may mean losing customers.
Need to find a better and faster solution to capacity planning to make better decisions, reduce cost and increase productivity?
Using Excel spreadsheets and home-grown capacity planning solutions are incredibly limiting, time-consuming, hard to maintain, and challenging to scale for new business opportunities and challenges.
The WFM Capacity Planner is a simple tool that leads you through building a strategic forecast step-by-step to determine staffing, budget and training solutions.
This effective, easy-to-use tool for omni-channel front and back-office operations will help you meet your operational needs, mitigate risk, and cost-effectively manage the customer experience.
Learn about capacity planning for omni-channel contact centres
Want to reduce staffing challenges?
This new and effective tool handles both front- and back-office operational planning, allowing you to compare scenarios to determine the ideal resource model.
Want to improve productivity and boost performance?
This planner will save you money and reduce risk in ALL of your front-and back-office operations and cost-effectively manage the customer experience.
Do you have the right number of agents in your call centre
Use this tool to easily calculate staffing requirements, budget, and forecasting for who to hire and when.
Improve your resource & financial planning process using this industry-leading tool.
Accurately plan and staff across all service channels including voice, email, chat, SMS, social media, in-person, as well as the back office
Balance staffing requirements with desired customer experience levels
Reduce lost productivity with an intelligent yet simplified approach to capacity planning
Minimize WFM administrative and maintenance overhead
Quickly run multiple staffing scenarios when the unexpected happens
In a 130-seat contact centre, being 1% wrong can cost you up to $1 million dollars. Get it right the first time by using this simple and effective capacity planner online and save yourself money & time.
Can you afford to be 1% wrong?
Front- and back-office input variables
Service Level Objective
Target AHT (Tenured Agents)
New Hire Learning Curve
Working Days in Month
Agent to Support staff ratios
Trainer Ratio Calculator
QA Ratio Calculator
Agent salaries by position
Support staff salaries by role
Recruitment time (under development)
Graduation rate (under development)
Output detailed annual & monthly plans, including:
Agent & Support Staff Requirements
Productive Hours by queue / skill
Productive FTE by queue / skill
Required FTE by queue/skill
Required support staff by role
Average Speed of Answer
Total agent salaries
Total support staff salaries by role
Cost of Hiring-Ahead-of-Attrition
Cost of overtime
Cost per contract and work items
Recruitment & Training Plan
Number of agents to hire
Number of classes
Recruitment process start date
Training class start and end date
Forecast of training graduates
Number of trainers required