Specialized Call Center Application SITUATION:  The initial job was to develop a scheduling application for one of the operating divisions of a large mid-Western telephone company. A main feature was the ability to dynamically schedule part-time service agents based upon peak demand. WHAT WE DID:  We developed a PC-based software to forecast and schedule the work tours for call center agents. A main feature was the ability to flex the work tours of part-time agents according to peak timeframes. A cost analysis report was included to demonstrate to management where cost saving could be made if adherence to the schedule was maintained. RESULTS:  Using early production runs, the cost report values were extrapolated and forecasted. It was determined that the client could save over $1.2 million a year in excess employee costs.