Matching up call center resources with the predicted workload is a critical step in managing call center operations effectively. “Effective call center operations management” means having the right number of skilled agents in place at the right times to handle the predicted workload at service level and with quality. The purpose of the staffing analysis is to analyze the historical performance and forecasted trends in call volumes, staffing levels, and other key factors to determine the optimum balance that improves operations efficiency, optimizes service levels, and improves the customer experience.

In a Staffing Analysis project, SimpliCTI takes the forecasts that the client has generated (or forecasts that were the output of a prior forecasting engagement) and calculates the recommended staffing levels with consideration for constraints such as service levels, costs, agent labor contract requirements, agent costs, and more.

SimpliCTI's Staffing Analysis work streams include:

1. Project Management – planning, status reporting, scheduling;
2. Workforce Management Business Requirements gathering;
3. Interviews and Observations – at headquarters and designated call centers;
4. Analyze Data (collection of data is client's responsibility as discussed below);
5. Determine Constraints and Assumptions;
6. Perform Staffing Analysis and Generate Recommendations
7. Deliverable Preparation & Presentation