Hi,
this is the first time our center is venturing from pure outbound to a mix of Inbound as well, and our first client is pretty big.
We have not recieved any data yet from the client in terms of Service Levels and such, but I’m trying to research the dynamics and calculations behind the forecasting recruitment and staffing of an inbound center.
I have touched briefly on the Erlang calculations, but without any hard data,or experience in Inbound for that matter,it’s a bit difficult to actually speculate call volumes and the like.
Lets say for example with a client like, an international bank for example, what sort of traffic would we be looking at….