Call Center Scheduling Software | Opti-Planning

Scientific 15-minute forecasting (Erlang C)

In a contact center, call volume constantly fluctuates. Our software lets you define staffing requirements in granular time intervals (e.g., every 15 or 30 minutes) to perfectly match your call arrival curve using models like Erlang C. The goal: minimize customer wait times to meet your SLAs, without generating costly overstaffing during off-peak periods.

Skill-based routing and omnichannel management

Your agents are not interchangeable. The tool precisely manages language skills (English, Spanish, German) and technical expertise levels (Tier 1, Tier 2 support, retention, billing). It dynamically assigns multi-skilled agents (blending) where demand is highest, ensuring every call, email, or chat message reaches the right qualified representative immediately.

Pinpoint management of shrinkage and breaks

If the whole team takes a break at once, your Service Level collapses. The algorithm intelligently staggers and overlaps breaks, lunches, coaching sessions, and briefings to maintain consistent coverage. It also accounts for shrinkage (absenteeism, training) and handles part-time contracts to provide flexibility for your teams while maintaining operations.

Benefits for your call center

• SLA Improvement: Consistently achieve your answer rate targets (e.g., 80% in under 20s).
• Reduced Turnover: Offer fairer schedules that respect work-life balance.
• Cost Optimization: Calculate actual staffing requirements while avoiding idle agents.
• Simplified Intraday Management: React instantly to unexpected call surges or network outages.