If your needs are simpler and you would just like to know an anticipated average speed of answer (ASA) or service level, there are several free online calculators from companies such as Preferred Solutions and KoolToolz. Enter the appropriate call volume, handle times, etc. and the calculator will provide the anticipated ASA (and service level). More often, these tools are used to calculate the number of people needed for a given volume, handle time and target performance.
This was first published in June 2007