How Hills-B Supports the 4 Major Steps of Effective Call Center Management

Step 1: Realistic Forecasting & Planning - Hills-B Provides

• Short, Mid & Long Term Resource ( IVR / Agent ) Planning & Approximations
  
• Information and Data needed by Decision Makers, such as:
  * Budget Projections / Cost Justifications for Presentations
  * Service Quality and Cost Performance Estimations
  * Disaster / Overload Planning
  * What-If Analysis on Major Events or Changes to Quality Standards
  
  

Step 2: Accurate Line / Q-Slots Requirements - Hills-B

• Determines the Trunks required into Queuing System
  
• Determines the Maximum Number of Calls permitted to be in Queue
  
  

Step 3: Reality-Based Queuing Model - Hills-B is

• Highly Accurate (proven results within 1%-3% of actual)
  
• Based on the Hills-B Model vs. Erlang-C, hence Hills-B Optimizer Pro:
  * Deals with Busies, Overload, Immediate Abandonments
  * Applies user-defined Wait Tolerance & Retry Factors
  * Considers Unproductivity Factors
  
  

Step 4: Optimized Scheduling - Hills-B Performs

• 25 Essential Projections using the Hills-B Model
• Reality-Based Calculations needed for Scheduling, including:
  * Resource Forecasts
  * Desired Service Levels, and
  * Projected Staffing Levels
• Hourly, half-hourly or 15-Minute Projections are Allowed