Australia's Most Comprehensive Contact Centre Planning Toolkit
The ACXPA WFM Hub gives contact centre managers, team leaders and resource planners a complete suite of purpose-built tools — forecast staffing, model service levels, calculate shrinkage, identify performance outliers, and quantify the real cost of turnover. No spreadsheet headaches. No guesswork.
It's one of the most powerful reasons professionals join ACXPA — and it's exclusive to Individual Members.
9 Professional Tools, One Hub
Every tool is purpose-built for Australian contact centres. Members get full access to all nine.
Workload & Capacity Planner
Convert volume and AHT into minimum FTE once you factor in shrinkage, occupancy and concurrency.
Staffing Levels Simulator
Erlang-powered calculator — find the exact agent count to hit your target service levels.
Service Level Simulator
Enter your team size and see the service levels your current staffing can realistically achieve.
Interval Planner
Stress-test your operation by modelling volume, AHT and staffing scenarios across intervals.
Outlier Detection Wizard
Pinpoint top and bottom performers across multiple metrics to focus your coaching effort.
Shrinkage Calculator
Turn leave, meetings and training hours into an accurate shrinkage % for smarter planning.
Cost of Wasted Call Time Calculator
Put a fully-loaded dollar cost on avoidable handling time — and the FTE capacity it quietly drains.
Employee Replacement Calculator
Quantify the true cost of turnover — from exit interviews through to full productivity.
Employee Turnover Calculator
Measure attrition and retention against real Australian contact centre benchmarks.
Start With These Free Tools
Not ready to join? These tools are available to everyone right now — no account needed.
Free Erlang C Calculator
Estimate the agents needed to meet a target service level. A trimmed version of our members' Staffing Levels Simulator.
Free Turnover Calculator
Calculate your attrition and retention rate and benchmark it against Australian contact centre data.
Free Wasted Call Time Calculator
See what a few avoidable seconds per call cost across your team, in dollars and full-time-equivalent capacity. A basic version of the members' full cost model.
Free Resource Hub
Guides, glossaries, templates and tools — everything in our free contact centre resource library.
Unlock the Full WFM Hub with an ACXPA Individual Membership
Get access to all nine WFM tools, plus roundtables, benchmarking reports, training discounts, the full resource library and more.
, the WFM Hub is One of the Best Reasons to Upgrade Your Membership
As an ACXPA subscriber you've taken the first step — but Individual Membership is where the real value is. The WFM Hub alone gives you a complete suite of nine professional planning tools built specifically for Australian contact centres.
Forecast staffing, model service levels, calculate shrinkage, detect outliers, quantify turnover costs — all in one place, with no spreadsheet headaches.
What You'd Unlock as an Individual Member
Full access to all nine tools the moment you upgrade — no waiting, no setup.
Workload & Capacity Planner
Convert volume and AHT into minimum FTE with shrinkage, occupancy and concurrency applied.
Staffing Levels Simulator
Erlang-powered calculator — find the exact agent count to hit your service level target.
Service Level Simulator
See the service levels your current staffing can realistically achieve before you go live.
Interval Planner
Model how changes in volume, AHT or staffing ripple through your operation interval by interval.
Outlier Detection Wizard
Identify top and bottom performers across multiple KPIs so coaching effort lands where it matters most.
Shrinkage Calculator
Build an accurate shrinkage % from leave, meetings, training and daily interruptions.
Cost of Wasted Call Time Calculator
Put a fully-loaded dollar cost on avoidable handling time — and the FTE capacity it quietly drains.
Employee Replacement Calculator
Quantify the true cost of losing an employee — from exit interviews through to full productivity.
Employee Turnover Calculator
Benchmark your attrition and retention rates against real Australian contact centre data.
Available to You Right Now
These tools are free for everyone — use them while you're considering your upgrade.
Free Erlang C Calculator
A simplified version of our members' Staffing Levels Simulator — free and ready to use now.
Free Turnover Calculator
Calculate your attrition and retention rate and benchmark against Australian contact centres.
Free Wasted Call Time Calculator
See what a few avoidable seconds per call cost across your team — a basic version of the members' full cost model.
Contact Centre Resources Hub
Free guides, glossaries and tools — everything available to subscribers in one place.
Ready to Unlock the Full WFM Hub?
Upgrade to Individual Membership for instant access to all nine tools — plus roundtables, benchmarking reports, training discounts and more.
Welcome, , to Your Workforce Optimisation (WFM) Hub
Need to forecast staffing, optimise rosters, or hit service levels with confidence?
This member-exclusive WFM Hub brings together a suite of purpose-built resource planning tools for real-world contact centres.
Whether you're mapping out staffing months ahead or navigating today's fire drills, these intuitive, robust tools empower everyone – from rookies to veteran managers – to optimise resources, banish spreadsheet headaches, and drive efficiency like never before.
Solve Common Resourcing Challenges
We're Just Getting Started...
Our WFM Hub might be new, but there's even more to come! Our next tools are already in development — and we'd love your input on what else to build.
Is there a planning tool you wish existed? Let us know here — your feedback helps shape what comes next.
Daily Roster Wizard
A tool that will schedule your employee breaks to help you achieve the best possible service levels for TODAY!
Helpful Resources & Learning
Sharpen your skills, connect with peers, and explore the roots of resource planning — all included in your membership.
25% Discount: Contact Centre Management Training
Intro to Contact Centre Management — (2 x 3hr sessions) or go deeper with Contact Centre Management Fundamentals (4 x 4hr sessions).
Learn More25% Discount: WFM Training
A range of expert WFM courses for Team Leaders, Managers and Real-Time Analysts with public or private training options.
Learn MoreSelf-paced WFM Course
Learn on demand with a 10-min video, workbook and assessment. Includes certificate download.
Take the courseWhat is Erlang?
Discover the origins of Erlang and how it powers modern resourcing and telecom efficiency.
Learn MoreJoin the Workforce Planning Group
Connect with other WFM pros to share insights, challenges, and strategies — exclusive to members.
Join Group
