Hot seating software

[Earl]

I am currently hot seating my staff within my call center as a result of limited space. I found this software that actually automates this process. In speaking with the references from CPM, they really praise it and one of them stated that using it has saved them at least $90,00.00 dollars on buidling new seat and cubicles. because they were able to better utilize seats they currently have by downloading their schedules by work types.

The software is called Call Center Floor Manager from a company called CPM. Has anyone heard of this or currently using it. I haven't purchased it yet but cant seem to find anything else on the market besides this. Has anyone work with this or anything else?

[Trevor]

Hi Earl,
Sounds very interesting... What input does the software need and what does it output? I'm guessing the input is a schedule and the output is an assigned seat to go along with the schedule?

Trevor

[Earl]

Trevor,

You are right, the inputs are the schedules. I had sent the company, CallCPM my assigned schedules for each work types from my TCS/Aspect database and once they came on site, I produced them a schematic of our floor and they duplicated the floor plan in their software in minutes.

From importing the agent schedules, they produced a seating analysis that shows the number of seats required by day of week along with a agent to seat ratio. In my case, I needed 36 additional seats on Monday because that was my highest call volume day. As the week went down so did the number of seats needed. So in essence, I will have to assign the seats according to the software verses doing it manually, I will optimize my seating efficiencies. As we can't build anymore seats in the building 80% of the agents can have a permanent seat and 20% will have to hot seat due to our scheduling mix that I cant change.

Then this software allows you to create supervisor schedules that closely match your agent schedules by allowing you to determine the agnt to sup ratios by work type. From that it will produce you a series of schedules that shows you the percent coverage of each agent to their supervisor and overall for the group.

Under the team assignment window, you can view all of the agents to each team and if you want to move people between sups it will show your coverage on each move.

The piece that really impressed me was under seat assignments. This software did the assignment automatically and seated the agents in close proximity to their supervisors. Since on Mondays, I am short with seating , the software will allow me to identify those agent on vacation, training or out of the office for the coming weeks and then flag their seats as open so I can better use my seating from day to day and week to week. Since Mondays is my highest call volume day, it also is my highest agent out day, which will allow me to seat those additional poeple I have standing and can now have them working the phones in stead of looking for seats.

Since, I could not find anything else on the market that would allow me to do all these things I was hoping someone else besides CPM referrals were using this tool or Knew some other tool. When my boss saw all of its funtionality, he decided to purchase. I read about them in call center magazine so if you want go to their website and if you know anyone using it...let me know.

Web site is www.callcpm.com